Hofy is scaling fast and we need to ensure that the communication with our customers is second to none. We want to ensure that the first-day experience of our customer’s employees is as positive as possible, no matter where in the world they’re based, even when some things are still a work in progress.
- Remote GMT +/- 3hrs - Reporting to the Director of Business Operations
- Opportunity to scale and build the teams that interact with our customers and become the voice of the customer
- Join a company that strives to redefine what customer experience looks like
About the role
Our Customer Operations Lead will oversee both the Customer Support and Customer Success teams which are the frontline support to our customers. Our solution is essential to our client's business so our ability to redefine what a customer journey looks like will be what makes the difference for our clients.
- Be in charge of delivering a seamless customer experience across all stages and touchpoints with our support teams in the customer journey
- Drive global initiatives to improve customer activation, onboarding, expansion, and retention.
- Lead, manage and direct the daily operations, 24/7 staffing, and resource planning for the department
- Own policies, content, processes, tools, and procedures that ensure effortless customer support and consistent, high-quality interactions
This role is great for you if you are looking for a space to develop a truly innovative approach to customer experience. We really would like to hear from people with experience building and scaling Customer Operations orgs. You will be great for the role if you have:
- 3+ years of leadership in Customer Operations experience, preferably in support of technology products
- Experience in leading and driving customer-facing initiatives with cross-functional teams
- Strong process/project management skills with the ability to think strategically and implement tactically
We are on a mission to create a world where there are no geographical boundaries to brilliant work - and we believe brilliant work starts with having a safe and productive working environment. That is why we built Hofy - to turn the hours that companies spend delivering and managing equipment to remote workers across the globe, into just a few clicks via a simple SaaS platform.
Hofy provides the infrastructure and tools that every company needs (including an equipment webstore, asset tracking software, and digital workstation assessments) to set their new hires up for productive work at home, address any equipment issues fast, and streamline their global provisioning process.
We achieve all of this by living our values:
- The customer comes first
- Do as promised
- Build things right
Join our journey to change the working world!
A chance for everyone
At Hofy, we practice what we preach. We believe that creating a truly global employee experience for our clients starts with us. We need as many perspectives as possible, and we see our individual differences and diverse backgrounds as our superpowers.
We want you to bring your best self to work and to feel like you truly belong. We never discriminate based on race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, veteran status, disability (visible on non-visible).