Job Description
As the Lead Customer Care, you will be responsible for overseeing the entire post-sales customer experience, focusing on a smooth and engaging client onboarding process and efficient handling of Level 1 support tickets. You will play a key role in customer satisfaction, retention, and product adoption. Client Onboarding: Design and continuously improve onboarding journeys tailored to different customer profiles. Guide new clients through product setup and usage (trainings, demos, initial support). Oversee incoming support tickets via our customer service platform. Directly handle Level 1 inquiries: product usage, account questions, basic troubleshooting, etc. Lead and mentor a Customer Care team. Establish and document efficient support processes and workflows. Establish team objectives and OKRs.
About Didomi
Didomi is an equal opportunity employer and values diversity at our company.