Who We Are
KeepTruckin builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust KeepTruckin’s integrated platform to power their operations, prevent accidents and reduce costs.
At KeepTruckin, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. KeepTruckin is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.
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About the Role:
As the Customer Experience Team Supervisor, you will be part of the Technical Support organization, on Support Operations, report to the Customer Experience Manager, and oversee the Customer Experience Insights team. Your dedication to driving a tight feedback loop between what your team discovers and the CX Analyst will be mission critical for driving the Customer Experience across KT. You will lead a team that turns qualitative data into quantitative insights that fuel the continuous improvement program. You will define the processes and constantly evaluate how to innovate across the team.
What You’ll Do:
- Manage the day to day running and delivery of the continuous customer outreach teams across DSAT customers, NPS detractors and social channels
- Performance manage the CX Insights team to ensure top level data collection, high efficiency and rigorous outputs
- Train and encourage staff to consistently deliver excellent service with each customer
- Focuses on helping team members improve their skills and knowledge through day-to-day coaching
- Makes effective independent decisions representing day-to-day issues that do not require team discussion, input or agreement
- Conduct primary and secondary research that helps to shape our understanding of best practice | trends | innovation
- Provide regular customer feedback reporting, highlighting key trends, offering suggestions to improve
- Be accountable for understanding what CX data is telling us (i.e. potential customer pain points, opportunities or gaps). This could include additional work required for deeper understanding of those insights (i.e. LOB interviews, customer research, listening to calls, reviewing procedures or materials, understanding systems)
What We’re Looking For:
- 5+ years of experience in a customer facing role
- 2+ years of team leadership experience
- Experience mentoring teammates
- Experience enabling and performance managing teams
- Experience building management facing decks & documentation
- Experience identifying trends and actions from data insights
- Experience building processes that lead to data insights
Creating a diverse and inclusive workplace is one of KeepTruckin's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
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