View Our Website View All Jobs

Manager of Customer Experience

About Us:

TransLoc’s mission is to help riders on public transportation reach their jobs and schools in the most equitable, accessible, informative and optimized way ever. Unlike other technology companies, we believe that public transit is central to the future of mobility and our products help agencies by bridging the chasm between today’s needs and tomorrow’s demands. Are you aligned with our mission and values? We want to hear from you!

What are we looking for?

We’re looking for a someone to develop and optimize the customer experience at TransLoc, a high-growth transit technology company in Durham, North Carolina. Reporting to the Director of Customer Experience, this role is responsible for the design, execution and delivery of a best-in-class customer experience for TransLoc's customers.

You should have:

  • 2 plus years of management experience in a services or customer experience role
  • Prior experience supporting a SaaS product
  • Prior B2G experience or transit-related experience a plus
  • Experience measuring support team performance with advanced analytics
  • The ability to inspire and develop a culturally diverse work group
  • Familiarity with software platforms such as Desk.com and Salesforce

Are you...

  • A strategic thinker. You will initiate, lead, and measure company-wide initiatives that support TransLoc's goal to provide customers an outstanding experience from onboarding, setup and beyond.
  • Detail-oriented. A stickler for details, you are attentive and highly organized.
  • An innovator. You want to iterate and improve on our customer lifecycle and drive customer success. You never stop thinking about how TransLoc can reach new levels of customer satisfaction, loyalty, and retention.
  • A selfless leader. You take tremendous pride in developing new leaders on your team. You love coaching and mentoring and know that success in your role is defined solely by the success of your team.
  • Well-rounded. You are prepared to leverage people, process and technology improvements to optimize the overall customer experience and minimize churn.
  • Data-driven. You are relentless when it comes to compiling customer data and know how to develop actionable metrics to inform the strategy of our support group.
  • A team player. You'll engage with folks across the entire organization—whether it's refining the feedback loop between Sales, Product, and Services, updating Finance on critical customer milestones, or partnering with with Marketing & Communications to develop support material.
  • A strong communicator. You will build employee awareness of our customer needs as well as socialize our support philosophy and processes.
  • A people person. You are ready to lead and unify a diverse team of support specialists and data professionals.

Pay & More:

TransLoc is committed to our people-first philosophy and high-performance work culture. We work hard, play hard, and want to nurture our employees to reach their highest potential. That's why we provide competitive compensation packages, generous benefits (ranging from medical, dental, vision and more) and a progressive work environment. We are dedicated to continual learning and improvement, so we offer an annual education stipend for employees so they can do their best work. We all work in our open and collaborative office  located in Durham, North Carolina (conveniently located in the Triangle area, the mecca for entrepreneurial growth, urban cool, and consistently ranked one of the best places to live.)

--

To all recruitment agencies: TransLoc does not accept agency resumes. Please do not forward resumes to our jobs alias, TransLoc employees or any other company representative. TransLoc is not responsible for any fees related to unsolicited resumes.

--

TransLoc is an equal opportunity employer. TransLoc is committed to EEO for all employees and to providing our people with a harassment and discrimination free environment. All decisions at TransLoc are based on business need, individual qualifications, and job requirements without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. TransLoc will not tolerate discrimination or harassment based on any of these characteristics.


 

Read More

Apply for this position

Required*
Apply with Indeed
Attach resume as .pdf, .doc, or .docx (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

150
To comply with government Equal Employment Opportunity / Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Gender
Race/Ethnicity
Veteran/Disability status