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Customer Retention Team Lead
hace 2 meses
**About Us**
We are a pioneering startup in the residential real estate market, revolutionizing the way people live and work. Our mission is to empower individuals to live life on their own terms, providing fully furnished and artfully designed apartments for flexible stays.
**Our Culture**
We value diversity, compassion, and honesty above all else in our team. We are a dynamic and autonomous group of creators who take on and build up projects from scratch. Our team is composed of individuals from diverse backgrounds, and we prioritize team events and social activities.
**Role**
As the Customer Retention Team Lead, you will be responsible for managing and resolving complex customer issues, developing strategic retention plans, and leading a team dedicated to delivering exceptional customer experiences.
**Key Responsibilities**
- Manage Escalated Issues: Handle complex or unresolved customer issues, providing expert problem-solving and ensuring timely resolution.
- Develop Retention Strategies: Create and implement data-driven 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.
**Requirements**
- 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.
- Attributes: Customer-focused mindset, high attention to detail, ability to thrive in a fast-paced environment, strong organizational and multitasking skills.
**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.
