Customer Care Team Lead

hace 3 días


Barcelona, Barcelona, España Tripadvisor Llc A tiempo completo

**About TheFork**

TheFork is a leading restaurant booking platform that connects diners with their favorite restaurants. As a Customer Care Line Manager, you will play a crucial role in ensuring that our customers receive exceptional service and support.

**Key Responsibilities**

  • Collaborate with HR and other departments to enhance recruitment and onboarding processes.
  • Operational tasks, planning, and team distribution for optimal service coverage.
  • Live check on incoming customer requests: prioritization and assignation.
  • Quality audits.
  • 121 meetings to follow up on Specialists performance.
  • Centralize team needs to align with other departments.
  • Team Morale and engagement: define tactical incentives and challenges.

**Requirements**

  • Fluent in English, any other language is a plus (French, Italian, Spanish...).
  • Experience in managing a Customer Care Team (at least 2 years).
  • Customer Oriented.
  • Highly empathetic, resilient, and organized.
  • Self-motivated.
  • Autonomous learner.
  • Strong leader.
  • Trust-building.
  • Proactive problem-solving mindset.
  • Team player.
  • Quality and efficiency focused.
  • Great coaching skills.
  • Flexible, adaptable for change.

**What We Offer**

  • A permanent contract.
  • Flexible working environment.
  • Competitive fixed salary, bonus, and equity.
  • Lunch vouchers available for each working day.
  • International teams and a multicultural environment.
  • Highly inclusive working environment.
  • Lifestyle benefits.


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