What does the Head of Customer Support do at ZenMaid?My main focus is to be a mentor for the customer support team. What I want most from my role is to develop each member to be the go-to for a special piece of interest and overall be a knowledge bank for the ZenMaid team as a whole.What do I love to see from fellow customer support agents?Laughter & fun when chatting with each other or chatting with ZenMaid customers.A constant sharpening of their skills and collaborations that play up each of their strengths.Unique ways to solve customers' issues, sharing their experience with the team, and organization of information. Blast what you know mentality.Let’s talk about weak spots, examine what we have done up to this point, and what each of us equally can do to make things better. Searching for that constant improvement.What vision do I have for the customer experience?Something in the middle of each support agent expressing their genuine personality while providing information in a uniform way.A open and honest conversation about the ZenMaid software and their business needs.Building loyalty not by delighting customers 100% of the time, but by reducing their effort and removing obstacles. Think ahead and resolve future questions or issues. This in turn reduces customer service costs and decreases customer churn.What makes me special for this role?I have been in customer service and sales for the past 20+ years. What this truly means is that I may know a lot but not everything, and now it’s a matter of honing a style that matches the house of ZenMaid. My role has a bit of data analysis, technical thinking, group workshops, and carrying consumer insights back to the team in a way that will create engagement & action. I am a hands-on person who likes to check in everywhere and make sure everyone is content, and that things are running smoothly and efficiently.