• Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. • Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. • Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. • Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. • Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. • Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. • Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. • Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. • Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.

• Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. • Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. • Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. • Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. • Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. • Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. • Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. • Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. • Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.

• Define and execute the product vision, strategy, and roadmap for customer experience initiatives aligned to company objectives. • Partner with Engineering, Design, Analytics, Customer Management, Marketing, and business stakeholders to deliver high-impact product enhancements. • Deeply understand customer needs through research, feedback, analytics, and market insights, translating those findings into product opportunities. • Define success metrics, KPIs, and OKRs to measure product performance and continuously improve customer and business outcomes. • Write clear product requirements and use stories, ensuring alignment across technical and business teams. • Lead cross-functional initiatives from discovery through launch, proactively identifying risks, managing tradeoffs, and driving execution. • Communicate product strategy, roadmap progress, and key decisions to stakeholders and executive leadership.

• Troubleshoot customer issues across hardware, software, and networking systems, quickly identifying root causes and driving resolution • Communicate clearly and professionally to ensure every interaction is positive and productive • Document customer interactions, issues, and resolutions with accuracy and consistency • Provide, maintain, and update systems to ensure optimal performance for customers; managing multiple requests simultaneously in a fast-paced, high-volume environment • Take full ownership of customer issues, following through until resolution while meeting daily and monthly performance metrics • Continuously build technical knowledge of Nextiva products, systems, and troubleshooting processes to provide better service. Explore new tools and ways of working to improve performance • Leverage AI tools (e.g., ChatGPT, Copilot, or similar) to support daily workflows, such as summarizing customer interactions, identifying key action items, and improving response quality