Customer Retention Team Lead
hace 4 semanas
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 where they want, when they want, by providing fully furnished and artfully designed apartments for stays starting at one month.
Our vision is to create a seamless and hassle-free experience for our customers, removing the complexities of traditional rental agreements and providing unparalleled flexibility and choice. We are backed by Europe's top Venture Capital firms and have successfully raised a Series A investment round of €27 million to fuel our growth.
Our CultureWe value diversity, compassion, and honesty above all else in our team. We are a dynamic and collaborative environment, where every individual is encouraged to take ownership of their projects and tasks. Our team is composed of talented and dedicated professionals from diverse backgrounds, and we are looking for like-minded individuals to join our mission.
RoleAs the Customer Retention Team Lead, you will be responsible for managing and resolving escalated customer issues, developing and implementing retention strategies, and leading a team dedicated to maintaining high levels of customer satisfaction. You will work closely with various departments to ensure that our customers receive timely and effective solutions to their problems, fostering long-term loyalty and positive relationships.
Responsibilities- Manage Escalated Issues: Handle complex or unresolved customer issues that have been escalated from Tier 1 and Tier 2 support teams. Provide expert problem-solving and ensure timely resolution.
- Develop Retention Strategies: Create and implement 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, such as technical support, maintenance, and customer service, to resolve customer issues efficiently and effectively.
- Feedback Analysis: Collect and analyze customer feedback from escalated cases to identify trends and areas for improvement. Use insights to refine processes and enhance service delivery.
- Reporting: Prepare regular reports on retention metrics, escalated cases, and team performance. Present findings to senior management and suggest actionable improvements.
- Customer Communication: Maintain proactive and transparent communication with customers throughout the resolution process. Ensure customers feel valued and heard.
- Experience: Minimum of 5 years of experience 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.
- Language: 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 (e.g., HubSpot, Salesforce).
- Ability to work collaboratively across departments.
- Attributes:
- Customer-focused mindset.
- High attention to detail.
- Ability to thrive in a fast-paced, dynamic environment.
- Strong organizational and multitasking skills.
- Private Health Insurance with SANITAS.
- Flexible retribution with Payflow.
- UKIO Anniversary gift.
- Team buildings and office events.
- Transportation card (transportation coverage for role that have traveling needed for their work tasks according to the internal policy).
- Breakfast at the office, fruits, nutrition bars, free coffee/tea and popcorn.
- An amazing internal culture and no dress code.
- International working environment with many different nationalities.
We value diversity and inclusion, and we encourage applications from individuals of all backgrounds. We are committed to creating a workplace that is inclusive and respectful of all individuals. We look forward to receiving your application.
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