Gain and maintain a deep understanding of the ins and outs of the product and CX processes. Consistently stays at the top of their professional knowledge to best position themselves as a trusted advisor to drive customer resolution.
Masters the knowledge within their respective domains, along with an in depth understanding of known limitations and upcoming releases and plans.
Example: Using data tools to identify a concrete trend in the customer / team member experience.
Masters and independently manages any escalated or sensitive customer issues (through CX or directly to customers), demonstrating sound judgment, decision making and communication skills.
Example: Highlighting areas of customer friction to push for concrete solutions, flagging CX concerns through the release process, etc.
Build and cultivate strong working relationships with colleagues and stakeholders, fostering a positive environment of collaboration and upholding a high standard of effective and mindful communication.
Identifies opportunities to improve customer / team member experience in a proactive way within the relevant areas of expertise, proposing concrete and proactive solutions and driving forward its execution end to end.
Takes full ownership of the flow of knowledge within their areas of expertise, ensuring our internal teams are properly equipped to handle customer inquiries successfully. 0
Example: Identifying types of inquiries that can be best handled through automated, efficient flows (e..g chatbot).
In addition to core Knowledge Expert (KE) responsibilities, advanced skill level for Senior KE.
Positions themselves as a resource and point of knowledge / expertise beyond their specific domains, to help support and strengthen professionally the team as a whole.
Example: Knowledge management, communication, reporting, internal processes / tools, etc.
Successfully communicate strategic changes top-down and bottom-up, taking all stakeholders in consideration & building a communication plan.
Example: Improving our communication with builders around the release process, building an ongoing communication process with TS, etc.
Example: Pushing forward solutions to improve the KE/KM ongoing collaboration and knowledge sharing.
Proactively identifies and brings forward concrete solutions to team / department wide challenges and areas of opportunity, taking full ownership of them.
– Improving the ways and tools through which we share and implement knowledge in the team.
– Ensuring our internal knowledge collection is accurate and trusted, while looking to innovate our knowledge management processes.
– Looking to enhance and innovate our VOC practices through partnering with external AI providers, improving our tagging resources, etc.
Example: Chatbot, Email bot task force, etc.
The IC roles are not yet available in this path. Stay tuned!
The managerial roles are not available yet in this path. Coming soon, stay tuned!