VP of Customer Experience at Calendly
Changing how the world schedules
The nature of work is changing and we’re at the center of it all. Since 2013, Calendly has been on a mission to take the work out of connecting so that our customers can accomplish more.
We’re obsessed with providing an elegant, delightful experience for our customers across industries like sales, recruiting, customer success and education. This shapes how we develop, design, market, sell, support and work as a team. We treat each other with respect and understanding, put first things first and never settle. While we’re results driven, we always make time to learn, grow and have fun celebrating our accomplishments.
With our highly disruptive business model, we’re experiencing exciting growth. We’re looking for more people to join our team and help shape a product used by more than a million people worldwide.
About the opportunity
Calendly is looking for an experienced leader to manage our Customer Experience efforts and teams. The VP of Customer Experience will be responsible for delivering renowned world-class service to our customers and become an integral part of building the Calendly brand. Customer Experience at Calendly is made up of two different teams: Customer Support and Customer Success. Customer Support is responsible for providing outstanding service to our customers that have questions about our products and services via email and chat. Customer Success is responsible for driving onboarding, activation, and retention for our largest and most strategic customers.
Our ideal candidate will be the champion of the customer throughout the organization. They will be responsible for the long-term customer experience strategy and ensuring the team can scale to support overall company growth. Finally, this individual will play a key role in driving operational evolution, revenue, and profit growth at Calendly.
Some challenges you’ll get to tackle
You’ll be a key stakeholder in defining the vision and strategy for Calendly
Develop and execute the long-term customer experience strategy, which includes ensuring Calendly has the coverage to support fast response times to customers across the globe to help ensure their success
Develop and maintain a culture that has a fanatical focus on providing a best in class customer experience and be responsible for achieving key customer satisfaction goals
Build, manage and retain a world-class customer experience team as well as set the organizational structure for customer experience in partnership with human resources
Drive improvements in Calendly’s customer satisfaction scores by championing quality of service and ensuring Calendly’s customers’ needs are understood by cross functional partners
Evaluate key customer experience performance metrics, including productivity, quality of service ratings and other relevant metrics and drive change where needed
Recommend product, process, policy and procedural changes based on customer feedback analysis with a focus on improving the customer experience and streamlining processes
You should apply if you have:
10+ years of experience in customer facing roles and 5+ years in SaaS. Must have experience managing customer facing teams of 30+
An understanding of the company’s strategic position and overall industry trends and ability to use this information to build a best in class customer experience strategies for Calendly
Passionate about and care deeply for the Calendly customer
Outstanding follow-up, organization, and project management skills, and a track record of on-time delivery
Experience using metrics and models to drive business decisions, prioritizing initiatives based on quantitative data, and is able to identify gaps in reporting or analysis needed to answer business questions
Excellent interpersonal skills, a good listener that will place the success of the company and customer experience ahead of any particular idea.
Experience working with employees at all levels of a company
Experience managing teams and know how to lead across all levels of the organization. Others naturally look to you for guidance.
Understand group dynamics and can organize chaotic situations. Ability to balance and productively resolve contradictory demands and timelines in order to deliver against the company vision and goals.
Work ethic to do what it takes to ensure every customer has a great experience, which involves working with cross-functional teams and sometimes making fast decisions. Equally comfortable taking personal ownership for a task as delegating it.
US Citizenship or Permanent Residency (we do not sponsor at this time)
What you’ll enjoy about joining our team
Our team members well-being is just as important to us as their work. We offer competitive salary, unlimited paid time off and flexible remote work options to help maintain work-life balance. We also provide a commuter benefits, snacks, happy hours, team-building events and so many other perks!
Join a diverse workforce, leading the way in scheduling automation.