🧢 Key Responsibilities

Key Responsibility #1 - Strategic direction of Customer Support

• Own the strategic direction of Customer Support within ICB, ensuring full alignment with the AIESEC Way, APIP, AEPP, and the AIESEC mid-term direction.
• Translate APIP and exchange standards into clear, enforceable CS frameworks, minimums, and decision-making logic for the network.
• Shift CS from reactive case handling to preventive, educational, and data-driven support for ECBs.
• Ensure Customer Support operates as a governance and capacity-building function, not only as a case-resolution body.

Key Responsibility #2 - Case governance and quality assurance

• Ensure all cases, consultancies, complaints, and escalations are handled through Zendesk following official CS processes.
• Guarantee adherence to SLA timelines, documentation requirements, and decision standards across all CS case types.
• Validate escalated cases, coordinate with ECBs and relevant stakeholders, and issue final ICB-level decisions when applicable.
• Protect AIESEC’s integrity by ensuring consistent and correct interpretation of APIP in all CS verdicts.

Key Responsibility #3 - Team leadership and delivery

• Lead, coach, and manage the CS team to ensure consistent delivery of CS minimums and MX standards.
• Define clear priorities, workflows, and accountability within the CS team.
• Ensure onboarding, capacity building, and performance tracking of CS members.
• Create a feedback and learning culture within the CS team based on case insights and recurring risks.

Key Responsibility #4 - Network enablement and education