AlloHire · 3 weeks ago
Customer Experience Leader
Chattanooga, TN
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expAlloHire is transforming from a one-time digitization service into a lifelong platform for preserving and sharing family stories. As the Head of Customer Experience, you will own the full customer journey, leading a team of CX professionals and partnering across departments to improve customer satisfaction and operational efficiency.
Staffing & Recruiting
Responsibilities
Lead and inspire the CX team to deliver best-in-class service and results
Set department goals, forecasts, and KPIs aligned with company objectives
Prioritize initiatives that have the greatest impact on customer satisfaction and operational efficiency
Mentor and foster camaraderie, professionalism, and accountability
Communicate customer insights and opportunities to cross-functional stakeholders in a timely, actionable way
Stay current on CX trends and best practices to inform ongoing strategy and innovation
Ensure the team is appropriately staffed, trained, and scheduled to meet quality benchmarks
Measure and report performance across key metrics, including hold time, first reply time, customer effort score, CSAT, inbound/solved ratio, negative reviews, and cost per ticket solved
Build and maintain clear, repeatable systems and resources that enable efficient work:
Up-to-date training materials and knowledge bases
Effective macros, scripts, and talking points
Simple, well-documented SOPs
Context sharing from other departments to improve coordination
Act as the voice of the customer across the organization, identifying trends, pain points, and opportunities for improvement
Drive continuous improvement of customer and employee experiences through data-driven analysis and collaboration
Serve as the final escalation point for complex or sensitive customer issues, resolving with empathy and professionalism
Engage directly with customers across channels when needed to model excellence and stay close to the experience
Design and implement solutions that reduce inbound volume by addressing root causes and improving processes
Leverage automation, AI, and improved workflows to streamline response time and enhance quality
Continuously optimize self-service tools, help center content, chat prompts, macros, and training materials to empower both customers and agents
Qualification
Required
Bachelor's degree required
5+ years of experience leading a Customer Experience team
Strategic thinker, able to solve problems quickly and efficiently
Professional, positive, sincere, adaptable, and a quick study
Natural leader with the proven ability to lead a team to achieve a shared goal
Exceptional written and verbal communication skills, knack for building rapport with people quickly and easily
Able to prioritize multiple tasks without letting a single detail slip through the cracks
Understanding of key performance metrics for employees and department
Preferred
Experience designing or re-architecting CX operations for scale
Proven track record leading hybrid teams (in-house + outsourced)
Hands-on familiarity with CX automation tools, AI chat, or CRM optimization
Success collaborating with Product and Engineering to close feedback loops
Proficient in Gorgias, Talkdesk, Shopify
Company
AlloHire
WHO WE ARE: AlloHire is a Chattanooga-based recruiting agency that partners with people-first leaders at innovative companies to make high-impact hires.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Hudson Brock 🚀
Founder
Liz Simmons
Hospitality Recruitment Partner
Company data provided by crunchbase