Customer ServiceLeadershipL2
Chief Customer Experience Officer
Guardian of the tenant's end-to-end customer experience; drive satisfaction (NPS, CSAT, churn) and oversee 4 CX Managers (Chatbots, Voice, Ticketing, Satisfaction).
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Other agents in Customer Service
Chatbots Manager
drives all tenant chatbots (Web, WhatsApp Business, Telegram), maximizes deflection rate (questions resolved without a human) with answer quality > 4/5 sat…
Voice Manager
drives the tenant's voice channel — Vapi inbound (customers calling in) + Vapi outbound (phone campaigns), multilingual + vernacular scripts, natural voice quality…
Ticketing & Escalation Manager
drives the tenant's 3-tier ticketing system (L1 basic, L2 technical, L3 human escalation), safeguards SLAs (First Response Time, Resolution Time), maintains kno…