EMEA Customer Care Manager (London)

Position Purpose

Engineered to think.Anki is dedicated to creating products that bring sophisticated robotics and artificial intelligence to the masses.

Our founders met in the PhD program at the Robotics Institute at Carnegie Mellon University. With robotics so heavily focused on government and industrial applications, they wanted to use their backgrounds to create new kinds of consumer experiences. At Anki, we are using robotics and artificial intelligence to reinvent categories of products through an unprecedented level of intelligence and interaction in the physical world.Apple CEO Tim Cook introduced Anki and our first product, Anki Drive, in his keynote address at the WWDC Conference this past June (watch). We are backed by top-tier investors, including Andreessen Horowitz, Index Ventures and Two Sigma. We are growing rapidly and are excited to continue hiring top talent to join us in the creation of the most innovative consumer robotics products in the world today. To learn more about Anki, visit our website, find us on Facebook and YouTube. Anki's products combine a powerful blend of diverse technologies, beautiful design, and meticulous attention to every aspect of the customer experience. We’re looking to grow our team to help us develop the next generation of consumer robotics and entertainment.Job DescriptionWe are seeking a EMEA Customer Care Manager to help us create an awe inspired customer experience. We are searching for someone to oversee our European operations. Reporting to the Sr. Director of Customer Care, you will be a key member responsible for successfully driving our European launch.You should be a self-starter who is able to work in a rapidly evolving environment. You’re notoriously detail oriented, able to demonstrate leadership in ambiguous situations, and solution focused.Duties and Responsibilities

Ability to be an individual contributor in all Customer Care functions, when required

Manage outsource contact center partnerships

Ability to see beyond metrics and create an experience that builds brand loyalty

Drive action, process improvements, and policy recommendations from customer feedback mechanisms, such as NPS data, and agent feedback reporting

Identify, mitigate and escalation of risks, develop contingencies

Provide solutions to gaps, risks, and other issues

Travel, including international, will be required

Other responsibilities based on business and market conditionsMust-Have Qualifications

BS/BA degree or equivalent technical experience

10+ years of experience in technical support management, including people management

Proven experience managing outsourced contact centers, and internal Tier 3 operations

Process modeling, documentation skills, and process mapping

Proven skills in training content development and delivery

Demonstrated track record in implementing new call center operations

Strong communication and presentation skills, including the ability to articulate the benefits and importance of processes and embracing a process culture

Ability to influence peers, managers, executives, and other teams

International operational experience

Fluency in French or GermanBenefits

Competitive salaries, stock options and great benefits (health, subsidized public transportation costs, generous vacation)

Early stage start-up where you’ll help shape the culture and have a huge impact

You get to work on innovative products and challenging problems with some amazingly talented (and fun) people!

Job Summary

  • London, GB
Date Posted:
23 Jul 2014
Technical & Customer Support