Department
Customer Experience
Exists when the company recognizes that the interaction before and after the truck rolls matters as much as the work itself. This department owns the customer's perception — answering phones, following up after jobs, handling complaints, managing reviews, and ensuring every touchpoint feels professional. It is real when there are dedicated people whose job is the customer relationship, not just whoever happens to pick up the phone.
Work location
Office
behind a desk
Roles inside
2
documented roles
Core functions
4
the daily work
Core functions
What the customer experience department actually owns.
The work that defines this department,the things that, if nobody owns them, the rest of the business pays the bill.
- ▸Inbound call handling and customer communication
- ▸Post-job follow-up and satisfaction tracking
- ▸Complaint resolution and escalation management
- ▸Review generation and reputation management
Roles inside
Who you’ll find in Customer Experience.
2 roles we've documented in this department. Each one has its own page with day-in-the-life, duties, and the products built for them.
