The Role:

Scout Alarm is currently seeking a Head of Customer Experience who is interested in joining a startup focused on smart home security.

This Head of CX will be responsible for hiring, training, and overseeing a growing team of support agents. They will be expected to take ownership over any unexpected tasks that arise to ensure SLAs and customer service metrics are met.

We're looking for someone who is tech-savvy, detail-oriented, and independent. We need someone who isn't afraid to take on a new challenge and multitask. We pride ourselves on our human approach to customer service. We avoid using too many stock replies and elaborate phone trees. This Head of CX should be passionate about keeping Scout's customer support experience personal, friendly, and helpful and understand how this reflects on the Scout brand.

About the Team and Work Environment:

We're a small and close-knit team working out of an office in West Loop. We work hard but we also know when to take a break and laugh.

The Perks:

• No fancy dress-code, we keep it casual

• An abundance of snacks, coffee, and beer

• We issue you a MacBook Air to do your job

• Receive your own Scout Alarm security system to take home and use

• Flexible vacation policy

• Company outings (happy hours, retreats, general debauchery)

Responsibilities:

• Manage a rapidly growing Customer Experience Team

• Oversee customer communication via phone, email, community forum, social media, etc.

• Ensure proper troubleshooting and SOPs are actively used

• Understand the product inside and out and know how it differs from traditional home security systems on the market

• Troubleshoot escalated support cases

• Oversee the processing of orders, returns, and replacements

• Communicate with other department heads and developers regarding common issues

• Maintain knowledge base, employee handbooks, and other support documents

Requirements:

• Fast learner and thrives in environments with a lot of change and unpredictability

• Extremely comfortable with a smartphone and technical troubleshooting

• Strong communicator

• Previous experience with customer support, management experience a plus

• Loves people and knows how to bring calm to a tense situation

• Local applicants only