Customer Advocacy Lead at Macmillan | Torre
Customer Advocacy Lead
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Macmillan

Customer Advocacy Lead

Macmillan
Posted by
beep boop
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Full-time

Legal agreement: Employment

USD75.4K - 100K/year

~COP150M - 200M/year

+ Equity

+ Bonuses

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Remote (anywhere)
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Posted almost 6 years ago

Requirements and responsibilities

• 20% • Lead daily issue tracking call to expedite escalation processing (review, replicate, and report) from tier 1 & 2, sales specialist and managers. • 30% • Manages Product Support team members, leading 1:1s and product support team meetings. • 25% • Document trends and synthesize findings to report out and advocate for change process improvement initiatives both in product and process reviewing for efficiency, and process improvement. • 5% • Leads communication with aggravated Customers with CX leaders when appropriate. • 20% • Work cases in Product Support/CX queues
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