VP, Digital Experience (Remote)
CrowdstrikeSalary not specified
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Customer Service, TechnologyIndustries
Requirements
- At least 2 years of experience in Service Client project management
- Strong interest in AI and its use cases (automation, classification, agent assistance)
- Fluent English, both written and spoken
- Proficient in Excel/Google Sheets (advanced functions, pivot tables)
- Comfortable with Zendesk ecosystem or equivalent tool
- Ability to work in a data-driven environment: analyze, synthesize, and turn insights into concrete actions
- Structured and operational mindset, with skills in setting up clear processes, piloting deployments, and measuring impact
- Strong customer service orientation and genuine desire to satisfy clients
- Curious, proactive, with a test & learn mindset; adaptable and positive, even during peak periods
- Excellent team player, able to rally stakeholders around common objectives
Responsibilities
- Pilot and monitor projects to improve customer experience:
- Reduce customer contact rate by overseeing optimization projects (chatbot, livechat, AI tools, etc.)
- Optimize and implement the best user experience for agents via Zendesk ticketing tool
- Analyze customer journeys on website and apps, and work on improvements with product and marketing teams
- Be the guarantor of the customer roadmap:
- Contribute to building the team's roadmap and formalize needs for other departments
- Set up and monitor dashboards for data-driven decisions (volumes, SLA, CSAT, NPS, contact reasons, costs)
- Ensure proper deployment of implemented roadmaps
- Carry the voice of the customer internally:
- Animate committees and meetings with departments (product, marketing, production) based on analyses
- Implement reporting to track project progress and impact
- Design and update processes and commercial policy based on analyses, in collaboration with quality and training manager
Skills
Project Management
Zendesk
Chatbot
Livechat
IA
Automation
Data Analysis
Excel
Google Sheets
English
Cheerz
E-commerce platform for personalized photo products
About Cheerz
Cheerz specializes in creating personalized photo products for individuals and families who want to capture and preserve their memories. The company offers a variety of items, including hardcover and softcover photo books, canvas prints, photo prints, fridge magnets, and wall decor, designed for special occasions like anniversaries and birthdays. Customers can easily upload their photos and customize their products through Cheerz's user-friendly e-commerce platform. This ease of use, combined with a focus on high-quality products and fast delivery, sets Cheerz apart from competitors in the photo printing and personalized gifts market. The goal of Cheerz is to provide a seamless experience for customers looking to immortalize their cherished moments in tangible forms.
Paris, FranceHeadquarters
2012Year Founded
$6.4MTotal Funding
ACQUISITIONCompany Stage
Consumer GoodsIndustries
51-200Employees
Risks
AI-driven services offer advanced customization, threatening Cheerz's market share.
Digital photo frames may reduce demand for physical products.
Supply chain disruptions could impact Cheerz's order fulfillment.
Differentiation
Cheerz offers seamless integration with social media for easy photo access.
The company emphasizes high-quality products and exceptional customer service.
Cheerz provides a user-friendly platform for creating personalized photo products.
Upsides
Growing demand for personalized gifts boosts Cheerz's market potential.
Digital detox trend increases value of tangible photo products.
Advancements in mobile app technology enhance user experience for Cheerz.
Related Jobs
RemoteRemoteCustomer Experience Join Journey Manager
BrightseedSalary not specified
- Full Time
- Mid-level (3 to 4 years), Senior (5 to 8 years)
RemoteSenior User Experience Researcher
IlluminaSalary not specified
- Full Time
- Mid-level (3 to 4 years), Senior (5 to 8 years)
RemoteAnalyst, Customer Insights
ArcadiaSalary not specified
- Full Time
- Mid-level (3 to 4 years), Senior (5 to 8 years)
RemoteOperational Excellence Specialist - Remote
ThriveworksSalary not specified
RemoteCustomer Experience Agent
WhatNotSalary not specified
- Full Time
- Entry Level & New Grad, Junior (1 to 2 years)
RemoteSenior Process Improvement Professional
HumanaSalary not specified
- Full Time
- Mid-level (3 to 4 years)
RemoteManager, Engineering - Developer Experience
Chronosphere$220,000 - $250,000/year
- Full Time
- Expert & Leadership (9+ years)