Senior Executive, Community Experience

The Senior Executive, Community Experience is a critical role responsible for serving as the essential bridge between the GetGo Group community and our internal business functions to ensure a seamless user journey. How You Will Make An Impact Lead the delivery of high-quality customer support across all omnichannel platforms, ensuring service standards are met with minimal guidance.

Optimise AI-human collaboration by analysing automated interactions and proactively refining manual intervention protocols to ensure accurate, empathetic resolutions.

Regularly identify and implement improvements within community experience workflows to address recurring service gaps or technical anomalies.

Partner with cross-functional leads in Fleet, Tech, and Marketing to drive the resolution of complex, high-priority customer issues and process improvements.

Articulate complex ideas and feedback clearly to stakeholders, ensuring the GetGo brand voice remains consistent even during critical service disruptions.

Mentor and support junior team members by sharing practical expertise and fostering a high-performance service culture.

What Makes You A Great Fit Proven expertise in managing omnichannel support environments (Zendesk, Nautilus, etc.) with the ability to multitask independently.

Analytical and proactive mindset, with a track record of identifying service trends and proposing data-driven solutions.

Intermediate technical knowledge of AI tools and help desk workflows, with a focus on practical application and efficiency.

Superior communication skills, capable of conveying complex information professionally to both internal stakeholders and a diverse user base.

Resilient problem-solver who thrives in fast-paced environments and can navigate crises with a solution-oriented approach.

Strong personal alignment with our GetGo Values: Driven by Purpose; Stay Curious and Humble; Collaborate with Empathy; Make it Better; Get It Going!