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Customer Service Director

hace 2 meses

Madrid, Madrid, España Trust In Soda A tiempo completo

About the Role

We are seeking a seasoned Customer Service Director to lead our customer support team at Trust In Soda. As a key member of our operations team, you will be responsible for ensuring that our customers receive exceptional service and support.

Key Responsibilities

  • Team Management: Supervise and allocate resources for a local customer service team, coordinating with an outsourced service desk to ensure seamless support.
  • Customer Support Operations: Manage B2C/B2B support, resolve escalated issues, and escalate critical ones to ensure timely resolution.
  • Performance Reporting: Collect data, create performance reports, and provide feedback to the Head of Operations to drive continuous improvement.
  • Continuous Improvement: Enhance support methods, develop training programs, and implement best practices to improve customer satisfaction.
  • Customer Experience Management: Ensure quality interactions, analyze feedback, and improve customer satisfaction to drive loyalty and retention.
  • Collaboration and Communication: Collaborate with other departments and maintain stakeholder communication to ensure alignment and effective support.

Requirements

  • Previous experience with an online food delivery service.
  • Experience working within the start-up space (desirable).

What We Offer

  • Full-time remote position.
  • Base salary + Bonus and benefits, including sports event tickets.
  • Opportunity to be part of a scale-up that has secured over $100 million in funding and has an impressive client list that is continuously growing.