1- Carry out customer journey mapping, identifying pain points, opportunities and insights;

2- Carry out analysis of the impacts of new projects or features on customer service processes and the customer experience in general;

3- Develop customer service process mapping;

4- Create and ensure the maintenance of documents used by service teams (Flowcharts, SOPs, FAQs, Scripts, Reply Templates)

5- Perform the necessary configurations and maintenance on CS tools, if necessary

6- Conduct root cause analysis to understand the root of customer issues and work with stakeholders to implement solutions based on continuous improvement methodologies;

7- Perform deep dive into customer experience data (surveys, reviews, support tickets) to identify trends, pain points, and opportunities for improvement.

8- Partner with cross-functional teams (Product, Marketing, Engineering, Frontline teams) to understand their needs and translate insights into actionable recommendations and drive impactful execution;

9- Collaborate with the CX team to develop and implement new processes and workflows that optimize efficiency and effectiveness.

10- Promote forums and rituals to foster a customer-centric culture;

11- Lead continuous improvement projects and support business growth;