Customer Experience Team Lead
hace 3 días
Deliverect is a rapidly scaling global SaaS unicorn that revolutionises technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is to empower ambitious individuals with the skills and knowledge to make a positive impact on business, developing their professional careers while being part of something larger than themselves.
Our VisionWe envision a world where businesses thrive in an ever-changing global landscape, and our customers' needs are met with exceptional customer experience. Our omnichannel solution serves as the driving force behind order management for fast-paced operations, providing seamless experiences for businesses and their customers.
Our ValuesWe are guided by unwavering values of ownership, collaboration, and learning, providing individuals with an environment to conquer challenges and build determination. Our culture is deeply rooted in our growth story, originating from our Belgian startup roots. From our humble beginnings, we defied all odds in unity, transforming into a global force in the tech industry.
Our TeamOur Customer Experience team is the vital force propelling our customers towards unparalleled success. We're not just a team; we're facilitators of continuous improvement, scaling successful business outcomes worldwide. Our diverse team proudly upholds the customer-focused values that define Deliverect.
About the RoleWe're seeking a Customer Experience Team Lead to oversee a diverse global support team providing technical support to our SMB, mid-market, and enterprise customers. This role involves leading up to 12 frontline and premium support specialists across multiple hubs, ensuring exceptional customer service, efficient technical issue resolution, and alignment of support strategies across teams.
Key Responsibilities- Manage and develop a global team of 10-12 frontline and premium support agents, providing guidance, coaching, and performance feedback to ensure top-tier support across all customer segments (SMB, MM, Enterprise)
- Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs. Continuously evaluate and improve support processes and workflows.
- Work closely with internal teams, including Product, Engineering, and Sales, to resolve escalated issues, align on processes, and ensure smooth communication between CX and other departments
- Lead recruitment, promotions, and development of team members. Foster a culture of continuous learning and professional growth within the team.
- Analyze team performance metrics, implement strategies to improve efficiency, and ensure alignment across global hubs. Track and report on KPIs, including response time, resolution time, and customer satisfaction (CSAT).
- Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows.
- 2+ years of experience as a technical support team lead, preferably within a SaaS company
- Professional level Fluency in English and Spanish
- Experience managing a geographically dispersed team, with an understanding of how to motivate and develop staff across different time zones and cultural contexts
- Strong technical knowledge, particularly in supporting SaaS products, with experience resolving complex customer issues and mentoring your team in handling advanced technical inquiries
- Proven track record of managing day-to-day operations of a technical support team, focusing on meeting SLAs, improving KPIs, and optimizing workflows for efficiency
- Ability to analyze team performance metrics, use data insights to inform decisions, and track progress on key performance indicators such as customer satisfaction and ticket resolution times
- Experience leading and managing customer experience initiatives, including process improvements, tool implementation, and cross-functional projects
- Strong written and verbal communication skills, with the ability to effectively interact with internal stakeholders, including Product, Engineering, and Sales teams
- A proven track record of supporting and developing team members, fostering a collaborative culture that encourages growth and performance improvement
We're a workplace where culture meets career advancement. We offer a hybrid schedule, with 3 days in our Madrid Office and 2 days of remote work. Flexibility is required to manage global teams and accommodate customer needs across different time zones. The role may require working beyond standard business hours, including weekends and holidays, on a rotating schedule.
We're committed to creating an inclusive and diverse workplace. We actively encourage applications from underrepresented individuals, fostering a workplace where everyone is treated with respect and provided equal opportunities to thrive.
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoCustomer Experience Team LeadDeliverect is revolutionizing the hospitality and Q-commerce sectors with its cutting-edge technological solutions. As a rapidly scaling global SaaS unicorn, we're seeking a talented Customer Experience Team Lead to join our team.Your ImpactAs the Customer Experience Team Lead, you will oversee a diverse global support team...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoCustomer Experience Team LeadDeliverect is revolutionizing the hospitality and Q-commerce sectors with its cutting-edge technological solutions. As a rapidly scaling global SaaS unicorn, we're seeking a talented Customer Experience Team Lead to join our team.Your ImpactAs the Customer Experience Team Lead, you will oversee a diverse global support team...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoCustomer Experience Team LeadDeliverect is revolutionizing the hospitality and Q-commerce sectors with its cutting-edge SaaS solutions. As a Customer Experience Team Lead, you will play a vital role in empowering ambitious individuals to make a positive impact on business.Your ImpactAs a key member of our Customer Experience team, you will oversee a diverse...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoCustomer Experience Team LeadDeliverect is revolutionizing the hospitality and Q-commerce sectors with its cutting-edge SaaS solutions. As a Customer Experience Team Lead, you will play a vital role in empowering ambitious individuals to make a positive impact on business.Your ImpactAs a key member of our Customer Experience team, you will oversee a diverse...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoJob Title: Customer Experience Team LeadDeliverect is a rapidly scaling global SaaS unicorn that is revolutionizing technological solutions for the dynamic hospitality and Q-commerce sectors. As a Customer Experience Team Lead, you will play a crucial role in empowering ambitious individuals with the skills and knowledge to make a positive impact on...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoJob Title: Customer Experience Team LeadDeliverect is a rapidly scaling global SaaS unicorn that is revolutionizing technological solutions for the dynamic hospitality and Q-commerce sectors. As a Customer Experience Team Lead, you will play a crucial role in empowering ambitious individuals with the skills and knowledge to make a positive impact on...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect Group A tiempo completoLead a Global Support Team at DeliverectDeliverect is a rapidly scaling global SaaS company revolutionizing technological solutions for the hospitality and Q-commerce sectors. As a Customer Experience Team Lead, you will oversee a diverse global support team providing technical support to our SMB, mid-market, and enterprise customers.Key...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect Group A tiempo completoLead a Global Support Team at DeliverectDeliverect is a rapidly scaling global SaaS company revolutionizing technological solutions for the hospitality and Q-commerce sectors. As a Customer Experience Team Lead, you will oversee a diverse global support team providing technical support to our SMB, mid-market, and enterprise customers.Key...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoAbout DeliverectDeliverect is a rapidly scaling global SaaS unicorn that revolutionises technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is to empower ambitious individuals with the skills and knowledge to make a positive impact on business, developing their professional careers while being part of something larger than...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoAbout DeliverectDeliverect is a rapidly scaling global SaaS unicorn that revolutionises technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is to empower ambitious individuals with the skills and knowledge to make a positive impact on business, developing their professional careers while being part of something larger than...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoAbout DeliverectDeliverect is a rapidly scaling global SaaS company that's revolutionizing technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is to empower ambitious individuals with the skills and knowledge to make a positive impact on business while developing their professional careers as part of something larger than...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoAbout DeliverectDeliverect is a rapidly scaling global SaaS company that's revolutionizing technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is to empower ambitious individuals with the skills and knowledge to make a positive impact on business while developing their professional careers as part of something larger than...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoUnlock Your Potential with DeliverectAt Deliverect, we're on a mission to empower ambitious individuals to make a positive impact on business while developing their professional careers. As a key member of our Customer Experience team, you'll play a vital role in driving customer success and growth.Our StoryWe're a rapidly scaling global SaaS unicorn,...
-
Customer Experience Team Lead
hace 3 días
Madrid, Madrid, España Deliverect A tiempo completoUnlock Your Potential with DeliverectAt Deliverect, we're on a mission to empower ambitious individuals to make a positive impact on business while developing their professional careers. As a key member of our Customer Experience team, you'll play a vital role in driving customer success and growth.Our StoryWe're a rapidly scaling global SaaS unicorn,...
-
Customer Experience Team Lead
hace 1 mes
Madrid, Madrid, España Deliverect A tiempo completoAbout the RoleAs the Customer Experience Team Lead at Deliverect, you will oversee a diverse global support team providing technical support to our Small and Medium-sized Businesses (SMB), mid-market, and enterprise customers. This role involves leading up to 12 frontline and premium support specialists across multiple hubs, ensuring exceptional customer...
-
Customer Experience Team Lead
hace 1 mes
Madrid, Madrid, España Deliverect A tiempo completoAbout the RoleAs the Customer Experience Team Lead at Deliverect, you will oversee a diverse global support team providing technical support to our Small and Medium-sized Businesses (SMB), mid-market, and enterprise customers. This role involves leading up to 12 frontline and premium support specialists across multiple hubs, ensuring exceptional customer...
-
Customer Experience Team Lead
hace 4 semanas
Madrid Centro, Madrid, España Deliverect Group A tiempo completo{"title": "Customer Experience Team Lead", "description": "DeliverectAs a rapidly scaling global SaaS company, Deliverect is revolutionizing technological solutions for the hospitality and Q-commerce sectors. Our mission is to empower individuals with the skills and knowledge to drive business success.Your ImpactAs the Customer Experience Team Lead, you will...
-
Customer Experience Team Lead
hace 4 semanas
Madrid Centro, Madrid, España Deliverect Group A tiempo completo{"title": "Customer Experience Team Lead", "description": "DeliverectAs a rapidly scaling global SaaS company, Deliverect is revolutionizing technological solutions for the hospitality and Q-commerce sectors. Our mission is to empower individuals with the skills and knowledge to drive business success.Your ImpactAs the Customer Experience Team Lead, you will...
-
Customer Experience Team Lead
hace 1 mes
Madrid, Madrid, España Deliverect A tiempo completoAbout DeliverectDeliverect is a rapidly scaling global SaaS company that is revolutionizing technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the while being a part...
-
Customer Experience Team Lead
hace 1 mes
Madrid, Madrid, España Deliverect A tiempo completoAbout DeliverectDeliverect is a rapidly scaling global SaaS company that is revolutionizing technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the while being a part...
