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(Tx457) - Customer Retention Team Lead
hace 3 meses
About you
We are one of the most promising startups of 2023 with headquarters in Spain. Founded in Barcelona, we have expanded to include offices in Madrid, Lisbon, Berlin, and Paris. Our mission is to empower individuals to live where they want, when they want, by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month.
Backed by Europe's best Venture Capital firms, we are currently ranked in the top 10 startups in Spain by Linkedin, and we have successfully raised a Series A investment round of €27 million.
Our culture
We honor diversity, compassion, and honesty above all else in our team. In true startup fashion, we embrace the unknown and grant full autonomy to our team members. We are creators who take on and build up projects from scratch.
Our team is composed of everyone from foodies to athletes, and we always have a team event on our calendars.
Role
As the Customer Retention Team Lead, you will be responsible for managing and resolving escalated customer issues, developing retention strategies, and leading a team dedicated to maintaining high levels of customer satisfaction.
Responsibilities
Manage Escalated Issues: Handle complex or unresolved customer issues that have been escalated from Tier 1 and Tier 2 support teams. Provide expert problem-solving and ensure timely resolution.
Develop Retention Strategies: Create and implement strategies to retain customers, reduce churn, and enhance overall customer satisfaction.
Lead and Mentor: Supervise a team of retention specialists, providing guidance, support, and training to ensure high performance and professional growth.
Cross-Department Coordination: Collaborate with other departments to resolve customer issues efficiently.
Feedback Analysis: Collect and analyze customer feedback to identify trends and areas for improvement.
Reporting: Prepare regular reports on retention metrics and team performance.
Customer Communication: Maintain proactive and transparent communication with customers throughout the resolution process.
About you
Experience: Minimum of 5 years in customer service, with at least 2 years in a supervisory or team lead role.
Education: Bachelor's degree in Business Administration, Marketing, or a related field preferred.
Languages: C1 Spanish level and C1 English level.
Skills: Strong problem-solving and analytical abilities.
Excellent communication and interpersonal skills.
Leadership and team management experience.
Proficiency in CRM and ticket management systems.
Ability to work collaboratively across departments.
Attributes: Customer-focused mindset.
High attention to detail.
Ability to thrive in a fast-paced environment.
Strong organizational and multitasking skills.
Ukio's life benefits
Private Health Insurance with SANITAS.
Flexible retribution with Payflow.
UKIO Anniversary gift.
Team buildings and office events.
Transportation card for roles that require travel.
Breakfast at the office, fruits, nutrition bars, free coffee/tea, and popcorn
An amazing internal culture and no dress code
International working environment.
We encourage applications from individuals of all backgrounds. Sky's the limit for us. We're here to revolutionize your life. Be part of this revolution. We look forward to receiving your application
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