November 2025 – Current
- Lead, mentor, and manage the day-to-day operations of the Customer Service team.
- Train and develop team members to ensure they have the tools and knowledge to perform at their best.
- Act as an escalation point for complex or high-priority customer issues, working closely with customers to resolve concerns efficiently.
- Monitor customer interactions and feedback to identify trends, opportunities for improvement, and potential areas of innovation.
- Work with cross-functional teams (Sales, Marketing, Design, and Operations) to ensure customer expectations are met and exceeded.
- Develop and implement best practices for customer service processes and workflows. Analyze customer service metrics to track team performance and customer satisfaction, providing regular reporting to leadership.
- Drive initiatives to enhance customer loyalty, satisfaction, and retention.
- Create and maintain detailed customer service documentation, FAQs, and knowledge base content.
- Foster a positive, solution-oriented work environment, ensuring the team feels supported and empowered.