Chat/SMS/Messaging Process Strategist


VXI is seeking an enthusiastic and passionate Chat/SMS/Messaging Process Strategist to join as an important member on the CX Advisory team.

In this role you will raise the bar on global chat, messaging, and SMS customer service experiences for VXI clients’ customers. Your goal will be to design and build a chat/messaging/SMS strategy for VXI clients’ customers that is focused on an effortless experience and high-resolution rates. You will start each client engagement by conducting a gap assessment of each channel to determine any areas of opportunity to improve the overall customer and agent experience. You will then help design the future state experience by fixing broken features and/or processes, helping to solve CSAT/NPS problems, devising escalation procedures and more.

You will dive deep into the day-to-day customer support questions and complaints across chat, messaging, and SMS, while at the same time, think strategically about connecting the dots between channel pivoting, creating a 360-degree view of the customer, and the overall agent experience. This role requires creativity, strategic thinking, and operational excellence. Ideal candidates will be comfortable with leading chat, messaging and omnichannel software tools, CRM systems, knowledge base tools, virtual assistants/chatbots, and appreciate the importance of research and gathering data insights. The ideal candidate must possess a high comfort level working with cross functional partners and a have a highly strategic and analytical mindset.


Reports To: Digital Channel Practice Leader


Devise and implement a chat/messaging/SMS customer support strategy that includes both a current state and future state roadmap.

Be a subject matter expert on chat/messaging/SMS and provide guidance on strategies for supporting customers for both service and sales contacts to VXI clients and internal operations stakeholders.

Conduct gap assessments and create recommendations for continuous improvement based on a deep understanding of chat/messaging/SMS metrics and data analysis

Uses data to continuously improve performance, identify knowledge gaps, and determines root causes for bottlenecks

Review and provide recommendations on existing standard operating procedures as well as develop brand new ones for chat/messaging/SMS.

Help establish KPIs/goals in the SOWs of the clients and create processes that will help our internal operational stakeholders meet or exceed those goals. Ensure those processes get the proper training.

Help to create the training materials for chat/messaging/SMS channels and/or processes and procedures

Develop chat/messaging/SMS escalation procedures for clients

Help to build out reporting dashboards to help clients measure success (weekly, monthly, quarterly and in-the-moment monitoring)

Partner with cross-functional stakeholders to share customer support findings for each channel such as volume, insights, observations, success metrics and voice of the customer.

Participate in QBR discussions, strategic meetings with clients.

Minimum Requirements:

Passionate about digital customer experience, specifically in the areas of chat/messaging/SMS

A great positive attitude

Excellent at building relationships with people

Strong problem-solving skills

3-5 years relevant professional experience in digital customer experience, strategy, platform management, and reporting.

Experience managing and working with chat/messaging/SMS channels

Experience using Live Person, Intercom, Live Chat, Zendesk, Salesforce Service Cloud, Twilio Flex, Amazon Connect, What’s App, Apple Business Messenger, Google Business Chat is a plus.

Strong understanding of chat/messaging/SMS metrics and why they matter.

Customer Service knowledge and the ability to dive deep into operational details.

Experience scaling chat/messaging/SMS programs, teaching and inspiring others

High degree of professional maturity, judgment, and communication.

Adept at creating processes and workflows

Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams

Highly organized, self-motivated, detail-oriented, and ability to work independently.

Ability to handle multiple tasks in a fast-paced environment

Strong Knowledge of Computer Applications Including: Microsoft Office, Google Chrome, and Internet Explorer.

Ability to travel up to 25% (if needed)

Bachelor’s Degree (or actively pursuing) in Business, Management, or Marketing