Customer Experience Team Lead

hace 1 semana


Zaragoza, España Deliverect A tiempo completo

.Deliverect As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Your Impact As the Customer Experience - Team Lead at Deliverect, you will oversee a diverse global support team providing technical support to our SMB, mid-market, and enterprise customers. This role involves leading up to 12 frontline and premium support specialists across multiple hubs, ensuring exceptional customer service, efficient technical issue resolution, and alignment of support strategies across teams. With a strong focus on coaching, workflow optimization, and stakeholder management, you will enhance the team's performance and drive initiatives to improve the overall customer experience. This role requires a balance of technical expertise, leadership, and strategic oversight to ensure that the team consistently meets and exceeds service level agreements (SLAs) while supporting Deliverect's customers globally. Key Highlights Team Leadership: Manage and develop a global team of 10-12 frontline and premium support agents, providing guidance, coaching, and performance feedback to ensure top-tier support across all customer segments (SMB, MM, Enterprise). Operational Excellence: Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs. Continuously evaluate and improve support processes and workflows. Stakeholder Collaboration: Work closely with internal teams, including Product, Engineering, and Sales, to resolve escalated issues, align on processes, and ensure smooth communication between CX and other departments. Talent Management: Lead recruitment, promotions, and development of team members. Foster a culture of continuous learning and professional growth within the team. Process Optimization & KPI Management: Analyze team performance metrics, implement strategies to improve efficiency, and ensure alignment across global hubs. Track and report on KPIs, including response time, resolution time, and customer satisfaction (CSAT). Project Management: Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows. A Typical Day Set daily priorities, such as team check-in to review open tickets and ensure alignment on SLAs. Provide feedback on team performance and address any escalated issues from the previous day. Use data analysis tools to monitor team KPIs such as ticket response time, resolution rates, and CSAT. Based on these insights, adjust workflows or implement strategies to optimize performance across regions. Spend time coaching individual team members, providing actionable feedback on technical troubleshooting, customer communication, and performance metrics



  • Zaragoza, España Deliverect Group A tiempo completo

    .DeliverectAs a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business.Your ImpactAs the Customer Experience - Team Lead at...


  • Zaragoza, España Impulsyn A tiempo completo

    Job DescriptionThe Global Lead Customer Experience will manage a team of 5 experts in Customer Experience and Engagement. The main tasks will include:Create engagement actions and take ownership of the main engagement KPIs (churn, upsell, downsell) across 3 markets.Build, lead, develop, and train a team of top performers, ensuring the professional...


  • Zaragoza, España Medium A tiempo completo

    .DeliverectAs a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the...


  • Zaragoza, Zaragoza, España Sin nombre A tiempo completo

    About the RoleWe're seeking a highly motivated and experienced individual to join our team as a Team Lead Customer Delivery Specialist. As a key member of our Logistics team, you'll be responsible for leading a regional group of Delivery Specialists and ensuring the highest level of customer satisfaction.Key ResponsibilitiesLead and Manage a Team of Delivery...


  • Zaragoza, Zaragoza, España Sin nombre A tiempo completo

    About the RoleWe're seeking a highly motivated and experienced individual to join our team as a Team Lead Customer Delivery Specialist. As a key member of our Logistics team, you'll be responsible for leading a regional group of Delivery Specialists and ensuring the highest level of customer satisfaction.Key ResponsibilitiesLead and Manage a Team of Delivery...


  • Zaragoza, Zaragoza, España Sin Nombre A tiempo completo

    Job SummarySin Nombre is seeking a highly motivated and experienced Team Lead Customer Delivery Specialist to join our team. As a key member of our Logistics team, you will be responsible for leading a regional group of Delivery Specialists and ensuring the compliance of the fleet they use.Key ResponsibilitiesLead and line manage a group of Delivery...


  • Zaragoza, Zaragoza, España Sin Nombre A tiempo completo

    Job SummarySin Nombre is seeking a highly motivated and experienced Team Lead Customer Delivery Specialist to join our team. As a key member of our Logistics team, you will be responsible for leading a regional group of Delivery Specialists and ensuring the compliance of the fleet they use.Key ResponsibilitiesLead and line manage a group of Delivery...


  • Zaragoza, España Sin Nombre A tiempo completo

    .We're looking for a highly motivated and experienced individual to join Cazoo as a Team Lead Customer Delivery, helping to build Spain's best car buying experience. You'll be working as part of a small team reporting into our Logistics Manager with responsibility for leading a regional group of our Delivery Specialists and managing the compliance of the...


  • Zaragoza, Zaragoza, España Gelato A tiempo completo

    About GelatoGelato is revolutionizing the way customized products are produced on-demand. Our global network of production facilities enables e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable approach. By connecting supply and demand, we reduce waste and carbon emissions. With over 130 production partners in 32...


  • Zaragoza, Zaragoza, España Gelato A tiempo completo

    About GelatoGelato is revolutionizing the way customized products are produced on-demand. Our global network of production facilities enables e-commerce entrepreneurs to sell their creativity globally, with a more local and sustainable approach. By connecting supply and demand, we reduce waste and carbon emissions. With over 130 production partners in 32...


  • Zaragoza, Zaragoza, España Nike A tiempo completo

    About the RoleNike is seeking a highly motivated and experienced Retail Store Lead to join our team. As a key member of our retail team, you will be responsible for delivering exceptional customer experiences, driving sales growth, and leading a team of retail associates.Key ResponsibilitiesCustomer ExperienceProvide exceptional customer service, ensuring...


  • Zaragoza, Zaragoza, España Nike A tiempo completo

    About the RoleNike is seeking a highly motivated and experienced Retail Store Lead to join our team. As a key member of our retail team, you will be responsible for delivering exceptional customer experiences, driving sales growth, and leading a team of retail associates.Key ResponsibilitiesCustomer ExperienceProvide exceptional customer service, ensuring...


  • Zaragoza, Zaragoza, España Gelato A tiempo completo

    About GelatoGelato is a leading e-commerce platform that connects entrepreneurs with a global network of production facilities. Our mission is to revolutionize the way customized products are produced on-demand, reducing waste and carbon emissions. With over 130 production partners in 32 countries, we can reach over 5 billion people in 72 hours with...


  • Zaragoza, Zaragoza, España Gelato A tiempo completo

    About GelatoGelato is a leading e-commerce platform that connects entrepreneurs with a global network of production facilities. Our mission is to revolutionize the way customized products are produced on-demand, reducing waste and carbon emissions. With over 130 production partners in 32 countries, we can reach over 5 billion people in 72 hours with...

  • Team Lead Consulting

    hace 4 semanas


    Zaragoza, España Hitachi Vantara Corporation A tiempo completo

    .Description General Information:At Hitachi Energy our aim is to promote a sustainable energy future for everyone. We provide energy to our homes, schools, hospitals and factories. Join us and work with some fantastic people, while learning and developing on projects that have a real impact on our communities and society. Bring your passion, your energy and...

  • Customer Marketing Lead

    hace 2 semanas


    Zaragoza, España Make A tiempo completo

    .Make is the leading visual platform for anyone to design, build, and automate anything—from tasks and workflows to apps and systems—without the need for coding skills. We are headquartered in the flourishing tech hub of Prague, Czech Republic, and our teams are spread across the USA, UK, Germany, France, Canada, India, and Chile, among other...


  • Zaragoza, Zaragoza, España Gelato A tiempo completo

    About GelatoGelato is a leading provider of on-demand customized products, connecting a global network of production facilities to empower e-commerce entrepreneurs. Our innovative approach enables fast, sustainable, and local production, reducing waste and carbon emissions. With over 130 production partners in 32 countries, we reach a global audience in 72...


  • Zaragoza, Zaragoza, España Gelato A tiempo completo

    About GelatoGelato is a leading provider of on-demand customized products, connecting a global network of production facilities to empower e-commerce entrepreneurs. Our innovative approach enables fast, sustainable, and local production, reducing waste and carbon emissions. With over 130 production partners in 32 countries, we reach a global audience in 72...


  • Zaragoza, España Importante Grupo A tiempo completo

    Job Summary**Entity**: Customers & Products**Job Family Group**: Marketing GroupAre you a customer and commercial focused market leader that thrives and delivers in a 24/7 fast paced retail business? If so, then the role of Voice of the Customer Lead may be a great fit for you! It's responsible for crafting the customer experience dashboard, translating data...

  • Engineering Team Lead

    hace 2 meses


    Zaragoza, España Clarity A tiempo completo

    .About Clarity AIClarity AI is a global tech company founded in 2017 committed to bringing societal impact to markets. We leverage AI and machine learning technologies to provide investors, governments, companies, and consumers with the right data, methodologies, and tools to make more informed decisions. We are now a team of more than 300 highly passionate...