Tech Stack

Description

You will build and execute ALO's international customer service roadmap, ensuring seamless scaling of support across markets, languages, and time zones. You'll own training and quality functions, partner cross-functionally with internal teams and external vendors, and champion the international customer experience in leadership discussions.

Requirements

• 8-10+ years in customer-facing roles with global digital support launch experience
• 5+ years of leadership experience
• Deep knowledge of customer experience and service design, including channel localization and AI/automation
• Data-driven with ability to turn insights into action
• Familiarity with CRM systems (Zendesk, Salesforce, Gladly); luxury/lifestyle brand experience preferred

Responsibilities

• Develop international customer experience strategy and localization frameworks
• Lead international expansion initiatives (languages, channels, hours, workflows)
• Partner with CS and Retail leaders to align global experience and operations
• Oversee CS Training team to ensure regional consistency
• Identify and manage external partners (BPOs, Contact Centers) for language expansion