Experience Lead

Job DescriptionGooroo as an edutech company is looking for a bright, enthusiastic, and consumer-centric leader to fill the position of Experience Lead at Gooroo’s office in Jakarta, Indonesia.

This is an ideal opportunity for an experienced candidate who is looking for a unique opportunity to strategically place your career in a dynamic, fast paced and at times, pressured environment of startup.

Ideally, you are self-motivated, passionate about education, and able to work in teams, with a go-getter attitude. Job Responsibilities

Demonstrates a deep understanding of all technical and business aspects of the customer needs and are familiar with customer satisfaction key metric and retention.

escalating unresolved problems and completing solutions.

Empathize with every aspect of the customer experience, putting customers’ needs first.

Maintain high levels of customer engagement with a focus on customer satisfaction and loyalty

Mentor and provide guidance to newer CSMs and partner with the Operations team to help them be more effective.

Profiling each customer and gathering information related to complaints or feedback to devise solutions for improvement efforts, this includes - looking through their profile, asking a series of thoughtful questions, reading through previous chat details to take notes and asking follow-up questions to decide on the best course of action.

Proactively spot and correct any issues that could affect customer satisfaction or retention.

Assist CX Strategy in communicating to internal stakeholders issues related to customer satisfaction improvement, bug fixing, troubleshooting of technical issues. Who You Are

A Bachelor graduate from any major

A fluent speaker / writer in English and Bahasa Indonesia

An independent thinker capable of crafting and optimizing processes using analytical, critical, and holistic thinking to arrive at strong decisions

Adept on presentation skills and tools such as Excel, Powerpoint

Strong connection and network to the educational community is a strong plus

Relevant work experience in customer-facing customer success, account management or strategic consulting organization.

Diplomacy, tact, and poise under pressure when working through customer issues.

Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.