Customer Success Head Our client is a global tech-enabled platform with a strong presence in the United States that facilitates implementing and managing large-scale Alternative Rental operations (i.e., Guest Suits, Short-Term, mid-Term, and Corporate Rentals) for major residential Property Managers. Their expertise addresses the challenges of managing larger apartments and high-floor units, which often face higher vacancy rates due to niche market demands. We are helping them find a CUSTOMER SUCCESS HEAD who will be dedicated to ensuring an exceptional experience throughout the entire customer journey.
You would play a pivotal role in maintaining customer satisfaction and loyalty by managing interactions across multiple channels, coordinating with internal teams, and addressing customer needs.
Key Responsibilities: Support strategic decision-making through data-driven insights Track and manage customer interactions across all touchpoints Define and monitor key performance indicators (KPIs) to track guest satisfaction and operational efficiency Monitor guest touchpoints to detect gaps, weaknesses, and areas for improvement throughout the whole guest experience Collaborate with other departments to streamline processes impacting the customer experience Oversee the guest service team, ensuring luxury service across all properties Assign tasks and resources efficiently, identifying opportunities for operational improvement Collaborate on designing optimized processes that enhance guest satisfaction and increase guest retention.
Collaborate with other departments to streamline processes impacting the customer experience Oversee the guest service team, ensuring luxury service across all properties Maintain customer satisfaction by addressing inquiries and complaints across various channels Coordinate with the sales and guest service teams to ensure consistent messaging and responses Develop reports and provide insights into customer journey trends to improve experience quality Develop and implement action plans and compensation strategies to promptly resolve guest issues Lead, motivate, and manage the Customer Success team to achieve performance targets and high standards Implement scalable improvements to increase operational efficiency Work closely with the company CEO to align guest experience initiatives with the company's strategic goals Qualifications: Education: Bachelor's or higher in Hospitality Management or a closely related field Experience: At least 5 years in a leadership role within the luxury hospitality sector, team management experience preferred Skills: Exceptional leadership and team management, outstanding communication skills, customer focus, attention to detail, critical thinking skills, proficiency with CRM software (HubSpot preferred), native-level English proficiency, strong problem-solving and decision-making capabilities Ability to thrive in a fast-paced environment, adapt to change, and manage multiple priorities effectively Metrics Knowledge: Experienced in utilizing performance metrics in hospitality to drive continuous improvement and team motivation Prior experience with renowned luxury hotel brands is highly advantageous Strong skills in designing and implementing processes focused on efficiency and customer satisfaction Benefits Salary: +10,000,000 COP Work schedule: Monday to Friday, 8:00 AM to 5:00 PM, with the expectation of flexibility to address potential emergencies during weekends Professional growth and development opportunities Supportive and collaborative work environment Optional part-time remote work after initial training Office presence 3 times a week after 1 week of full-time training Salary: +10,000,000 COP Colombian Holidays (flexibility to address potential emergencies during these days) Full equipment: computer, mouse, headsets.
Monday breakfast, Friday lunch included Afiliación ARL Afiliacion EPS Caja de compensacion (Compensar) At SheWorks!
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