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!