CX Quality Team Lead (Maternity leave)
About The Position
Being a CX Quality Team Leader at Elementor requires a holistic quality approach. It’s about promoting a culture of continuous improvement in customer service interactions, performance, workflow and procedures, and monitoring, while constantly striving for process improvements.
As the CX Quality Team Lead, you will be an integral part of the CX department, focusing on developing, implementing, and empowering our quality assurance strategies that significantly impact customer service and internal operational processes. In addition to managing the Quality specialist team, you will work closely with CX group leaders and other key stakeholders across departments.
Work Environment
What do we do?
Elementor is the leading website building platform for WordPress professionals.
Our vision is to empower web creators - developers, designers, and marketers, with the ability to create their future one pixel at a time. We provide our users with everything they need to succeed.
A new website is created every 10 seconds using Elementor!
Since we launched in Israel in 2016, we have expanded to more than 180 countries, with more than 18M websites powered by Elementor. About 12% of all websites around the world are built using Elementor!
How do we do it?
At Elementor, we’re building the future of web creation.
We believe in empowering our employees and our users, enabling people to grow.
Creativity, professionalism, curiosity, motivation, and friendship are the driving force behind our journey, and we take great pride in the people of Elementor who lead the company’s constant scaling.
Responsibilities
- Lead and manage the remote CX Quality Specialists team.
- Develop and implement quality assurance programs and processes to enhance customer service and technical support ticket handling.
- Identify and lead continuous quality improvement of internal processes and operations in the CX department
- Implement and monitor Key Performance Indicators (KPIs) and metrics within the CRM system to track team performance and customer satisfaction.
- Oversee execution of CX “Lessons Learned” protocol and sessions, translating findings into actionable improvements for both CX teams and other departments.
- Compile and present regular reports on CX quality metrics, customer feedback, and operational improvements.
- Collaboration with all CX group leaders to improve the quality of service, in addition to acting as a liaison with other departments to ensure alignment of quality initiatives.
Requirements
- 5+ years of experience in Quality assurance roles within technical companies (CX, R&D)
- 2+ years of leadership experience, managing individuals, teams, or projects.
- Experience in QA methodologies, Testing strategies, and automation testing
- High level of English (written and verbal) - Must.
- Proven ability to analyze data, track metrics, and drive actionable insights to improve performance
- Experience with CRM systems and customer support technologies - An advantage.
- Excellent project management and communication skills
- Experience in a B2C company - An advantage.
- Sharp, analytical, and a quick learner
Podcast
Our shiny podcast “Elementalks” will give you a glimpse behind the scenes of the various teams at Elementor!
Who are the people working here? What is the best way to integrate into a specific team? Click here for all the episodes and find out.