דרושים » שירות לקוחות » דרוש /ה מנהל /ת שימור חברים ולקוחות

The Community Experience Manager is responsible for leading the sites community experience strategy, ensuring alignment with regional and global initiatives. This role leads the design and delivery of programs, events, and communications that foster a vibrant site and employee engagement. The Community Experience Manager builds and maintains relationships with leaders and cross-functional partners, manages the site budget, and ensures the effective execution of all office-related programs. The role requires strategic vision, project management, and the demonstrated experience to drive continuous improvement in an agile environment.
Community Experience Manager Responsibilities
Partner with Head of Office and other key leaders on site-specific strategy to engage their community and enhance connection to Metas work, mission, and employees. This should align with strategic global and regional initiatives to further People@ goals
Strategically lead the execution of novel programs that build community based on local need, whilst delivering regional programs and traditions, which could include, but not limited to: Local Office Welcome, All Hands, Recognition Programs, Series, Leadership Visits, Tech Portfolio Events, Community Week
Own the efficient spending and effective tracking of Local Community Experience budget. Upkeep fiscal hygiene by ensuring all relevant tracking documents are completed
Lead communications for site including general announcements, group moderation, acting as the site sponsor for company-wide Metamate Meetups (ie. holiday party, summer party, Global Metamate Meetups) and own the internal site brand
Support the Metamate Meetup event execution alongside Community Experience Partner, as needed
Ensure the collection of relevant data in line with the Community Experience teams objectives and effective use of event Customer Relationship Manager System. Provide local contextualisation and subsequent analysis in order to inform local/ regional/ global strategy
Build and maintain a Cross Functional Leadership Council to gain insights, share impact, and advance site goals. Own Cross Functional Partner Relationships with key teams that influence local site experience (Facilities, Audio Visual, Meta Resource Groups, Human Resources Business Partners, Policy)
Build & maintain escalation paths for office related issues, feedback, concerns, and suggestions, and triages accordingly. Proactively identify and address risks, issues & opportunities for the office and manage accordingly. Advocates for sites needs and requirements
Work with Community Experience Operations Specialists to process contracts, purchase orders, purchase requests, payment, reconciliation and relevant documentation, as required
Support our scaled delivery model by partnering with local Points of Contact in dispersed sites to deliver Community Experience programming and scale our teams impact
Participate on Site resiliency team.

Were looking for a Customer Experience Team Lead who lives and breathes CX- relentlessly proactive, data-obsessed, and wired to drive change.
Youll lead a high-performing combination of in-house and outsourced team to remove friction, elevate quality, and create experiences customers rave about.
What youll do:
Lead, mentor, and inspire a team of in-house Customer Experience Specialists and manage an outsourced Support Center.
Manage team performance, ensuring they meet quality and efficiency.
Own and optimize CX KPIs, including response time, resolution rate, CSAT, and NPS, leveraging data-driven insights to enhance the customer experience.
Be the voice of the customer, working closely with Product, Marketing, and R&D teams to improve our offerings based on real user feedback.
Develop and implement scalable support strategies, ensuring efficiency in customer interactions.
Drive automation and self-service initiatives, reducing ticket volume while improving customer satisfaction.
Manage escalations, providing expert problem-solving and guidance to the team.

Were looking for a forward-thinking, hands-on leader to guide our Global Customer Support through its next phase one powered by AI, automation, and innovation. With our AI chatbot now handling a large portion of basic inquiries, your role will focus on reshaping and optimizing support operations around this new reality, ensuring that people and AI work together smoothly and effectively. Youll bring a strategic, data -driven mindset and an ability to evolve processes, teams, and performance standards in an AI-powered environment.
What am I going to do?:
* Lead and own global customer support performance: Define, monitor, and achieve all SLAs and KPIs to ensure operational excellence.
* Optimize support operations in an AI-powered workflow: Redefine processes, responsibilities, and workstreams now that the AI chatbot is live, ensuring seamless collaboration between agents and AI systems.
* Develop a forward-thinking support strategy: Continuously evolve our customer support vision to stay aligned with AI-driven service models, emerging technologies, and industry best practices.
* Standardize and optimize operations: Establish global procedures, policies, and standards to support 24/7 customer operations.
* Leverage insights and data : Analyze support metrics, dashboards, and customer feedback including AI performance data to identify trends, challenges, and opportunities for improvement.
* Collaborate cross-functionally: Partner with product, operations, and other teams to ensure AI tools and human workflows remain aligned with business goals and evolving customer needs.
* Build and empower teams: Recruit, train, and mentor Customer Support Team Leaders, guiding them through new AI-integrated workflows and fostering adaptability, ownership, and continuous learning.
* Inspire and drive culture: Champion our values by cultivating innovation, teamwork, and a customer-first mindset within an evolving support environment.
* Ensure resolution excellence: Take ownership of complex customer issues, driving them to full resolution with accountability and care.
Equal opportunities:
We prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. We are proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.