Customer Support Lead

hace 2 semanas


Barcelona, España Last Systems A tiempo completo

Somos Last.app y estamos revolucionando la forma de gestionar restaurantes ofreciendo todo lo que necesitan en un único dispositivo. Usamos la tecnología e innovación como aliado para convertirnos en la plataforma tecnológica líder en restauración.

Tu objetivo como CS Lead será garantizar la excelencia en la experiência de nuestros usuarios, proporcionando un servicio de atención de alta calidad y generando retroalimentación valiosa para el desarrollo y la mejora continua de nuestros productos y procesos.

**Tus funciones**:

- Liderar al equipo de soporte, asegurando un servicio excepcional y la satisfacción del usuario final.
- Realizar análisis cualitativos y cuantitativos de las interacciones con los clientes para identificar tendencias y oportunidades de mejora.
- Trabajar en estrecha colaboración con otros departamentos para traducir el feedback de los clientes en mejoras tangibles de productos y servicios.
- Establecer y supervisar KPIs para medir y potenciar el rendimiento del equipo de soporte técnico.
- Diseñar programas de formación y desarrollo para mejorar las habilidades y el conocimiento del equipo.
- Participar activamente en el proceso de selección y acogida de nuevos miembros del equipo.
- Resolver de manera efectiva y eficiente los problemas complejos de los clientes.
- Mantener al equipo de atención al cliente alineado con las políticas y procedimientos de la empresa.
- Cultivar un entorno de trabajo positivo y orientado a resultados.
- Fomentar una cultura de mejora continua y aprendizaje constante.

**Requisitos**:

- Título universitario en negocios, comunicaciones, psicología o campo relacionado preferido.
- Experiência de mínimo 1 año en el mismo cargo.
- Conocimiento profundo de flujos de trabajo en entornos de Customer Support, incluyendo la implementación y optimización de tecnologías actuales para gestionar eficientemente estos procesos.
- Experiência en gestión de operaciones de Customer Support, con preferencia por experiência en la industria SaaS, de servicios o afines.
- Dominio de sistemas de CRM como Salesforce, HubSpot o Zendesk.
- Capacidad para utilizar herramientas de análisis de datos como Excel avanzado, SQL, Tableau o Google Analytics.
- Manejo de plataformas de soporte técnico y atención al cliente, incluyendo sistemas de ticketing, chat en vivo y software de gestión de llamadas.

Plus:

- Uso de herramientas de colaboración como Asana, Trello, Jira, o Notion para coordinar con equipos internos.
- Experiência en la creación y aplicación de automatizaciones que mejoren la eficiencia del servicio al cliente y reduzcan el trabajo manual.
- Conocimiento de las mejores prácticas y regulaciones de seguridad de datos aplicables al servicio al cliente, como GDPR.

**Puedes esperar de nosotros...**
- Contrato indefinido y salario competitivo.
- Autonomía para liderar el departamento de Customer support
- Seguro médico y seguro dental.
- Escoge Netflix, Spotify, Amazon, Mango, Zara o + de 200 opciones para redimir tu Last.card de 20€ mensuales.
- Flexibiliza una parte de tu salario en tickets de comida, transporte, guardería y/o formación a través de Cobee.
- No importa qué necesites hacer, podrás disfrutar de dos días de trabajo en casa a la semana.
- Horarios flexibles y dress code Informal.
- Pago de cursos e-learning y algunos bonus formativos adicionales por buen performance.
- Día de vacaciones en tu cumpleaños
- Fruta y snacks disponibles todos los días.
- Múltiples teambuildings, after office y otros eventos para que todo el equipo permanezca realmente unido y en sintonía.
- Las4us: 2 días al año donde haremos alguna actividad random en la oficina.
- Oportunidades de crecimiento dentro de la empresa a corto y largo plazo.
- Por último, pero no menos importante, un equipo innovador y unido que será como tu segunda familia.

Tipo de puesto: Contrato indefinido

Salario: 27.000,00€-32.000,00€ al año

Beneficios:

- Ayuda al desarrollo profesional
- Eventos de la empresa
- Flexibilidad horaria
- Ordenador de empresa
- Programa de formación
- Seguro dental
- Seguro médico privado
- Teletrabajo opcional
- Ticket restaurante

Horario:

- De lunes a viernes

Ubicación del trabajo: Teletrabajo híbrido en 08027 Barcelona, Barcelona



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