About Whizz
Whizz is an NYC-based mobility company on a mission to help the fast-growing and underserved segment of gig workers acquire and use expensive electric vehicles to boost their profits when traditional financing is not an option. We believe that everyone deserves the opportunity to access reliable and convenient mobility solutions, regardless of their financial or credit history. That's why we offer a range of vehicle ownership and financing options that are designed to democratize access and drive success for our customers. Our ultimate goal is to make transportation for delivery drivers as seamless and hassle-free as possible, so they can focus on what matters most: delivering top-quality service to their customers.
Whizz Raises $3.4 Million For Its E-Bike Subscriptions
Why we’re seeking the Head of Customer Service
As Whizz continues to grow, we are searching for an experienced Head of Customer Service to become a part of our team. In this vital position, you will oversee a team of remote customer service representatives, working to ensure our customers receive exceptional service. If you are a seasoned professional with a passion for delivering top-notch customer service, as well as experience in managing teams in a dynamic environment, we invite you to apply for this role.
Responsibilities
- Develop and implement strategies to improve customer service, including sales and support functions.
- Optimize the customer journey to ensure a seamless and positive experience at every touchpoint.
- Develop and implement strategies to improve customer retention and conversion rates.
- Develop and implement strategies to reduce relative expenditures on customer service per subscription, while maintaining or improving the quality of service.
- Automate business processes in the customer service function to improve efficiency and reduce costs.
- Collaborate with cross-functional teams, including IT, marketing, collection, and operations, to ensure alignment with the overall business strategy.
- Analyze customer data to identify opportunities for improvement and make data-driven decisions.
- Lead and mentor a team of customer service professionals to ensure high-quality service delivery.
- Develop and implement KPIs for the customer service team that align with company objectives and drive continuous improvement in the customer service function.
Requirements
- Substantial experience in managing customer service, preferably in a leadership position.
- Proven skills in building and managing sales funnels, as well as automating customer support processes.
- Advanced knowledge of sales and lead management, including lead nurturing and conversion.
- Proficiency in CRM, omnichannel chat, and phone call software usage and optimization, with a focus on enhancing customer experience.