Team Lead Customer Experience

hace 2 semanas

Valencia, España Helloprint A tiempo completo

**Start your new career abroad today
- Have the** adventure of a lifetime** in sunny Valencia ️
- ** 170+ colleagues** from all around the world
- Amazing company **activities, events, parties, and many more**:

- Free **Spanish classes**:

- ** Attractive discounts on Urban Sports Club **to enjoy a broad variety of sports whenever and wherever ‍ ️
- ** Breakfast and Lunch are on us**:

- ** Become part of our Growth Program**, with plenty of job opportunities
- Free weekly **Bueno Bootcamp **‍ ️

Helloprint is one of Europe’s fastest growing technology companies.. As a fast growing start-up, we are always hungry for better, faster growth for our offices in Rotterdam and Valencia. As we want to grow faster we are searching for new Helloprinters. People who are curious and hungry people who want to design their own road to success. You want to make the utmost of your career.

**Team Lead Customer Experience**

As Team Lead CS, I am responsible for the overall performance of my Customer Experience team in Valencia. I am an energetic, open-minded, inspiring people manager that effectively leads, whilst motivating and developing a team of about 15-20 talented multilingual Customer Experience Specialists. Exercising excellent leadership and communication skills, I develop and coach an international team in an environment that embraces change, cultivate service excellence, productivity, growth, empowerment, teamwork and high self-esteem.

Together with my team and in close cooperation with the Customer Experience manager and Senior agents I manage a set of Customer Service KPIs as: 9+ quality score, Customer Happiness and SLA performance.

**What are your responsibilities?**

Oversee day-to-day operation:

- Check the correct use of internal tools and workflows by agents
- Plan and organise the team based on workload and business needs with RTA
- Take the initiative to act and proactively come up with solutions for problems, managing and implementing changes
- Scale the processes and workflows in order to be more efficient as a team and as a company

**Team support**
- Drive the team to exceed metrics and KPI’s by creating and fostering a high-performance environment
- Provide clear directions and guidance to ensure consistent execution of company policies, procedures and setting priorities
- Identify patterns and creating personalised action plans for each of the specialists
- Ensure employee happiness by creating a trusting team, communicating direction and goals, providing regular depth performance feedback, and coaching and developing members of the team to ensure career growth with Talent&Culture

**Report**
- Full responsibility for a set of KPIs and report progress on a weekly basis
- Track and monitor performance levels, and manage underperformance
- Prepare and conduct quarterly performance reviews and keep track of progress during the year
- Be in charge of making periodic reports to analyse the team’s performance and communicate to stakeholders, maintaining a cross-functional collaboration
- Proactively and independently work to meet targets and goals

**KPI'S**
- Customer Happiness (CSAT)
- Average Team Productivity
- Trustpilot Score
- Employee Happiness

**What are we looking for**:

- 3 years of management or leadership and previous experience in customer service environment and/or call center;
- Knowledge of the **UK/IE** market is a **must**;
- ** Fluent in English** and other languages are a plus;
- Strong analytical skills and data driven mentality;
- Have experience using online software, site management, and tools. Previous experience working with Dixa or a similar ticketing tool is a plus;
- Be flexible to work in shifts according to internal needs;
- Exceptional communication and organisational skills. Able to communicate effectively, provide constructive feedback, mentorship, and coaching;
- Strong interpersonal skills with the team and cross-functional colleagues;
- Leadership by example, able to motivate, inspire and create an inclusive and positive work environment;

**What we offer**:

- An unique challenge at a **fast-growing European** e-commerce company;
- A **great community** like-minded young professionals from 40 different nationalities with an average age of 30;
- Support with **Spanish administration processes and relocation;**:

- The best **events and Friday drinks;**:

- ** Free Spanish classes;**:

- ** Attractive discounts on Urban Sports Club **to enjoy a broad variety of sports whenever and wherever;
- The opportunity to learn and **grow personally and professionally;**:

- A **free Bueno Bootcamp** every Monday;
- ** Breakfast, Lunch and healthy snacks** are on us. Enough to keep you going all day;
- Opportunities to **learn and grow personally and professionally**, even into our Leadership Team. We don’t look for age or background, if you are extremely good, you will grow quickly.

**More about Helloprint**

Helloprint is a fast-growing internati

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