Customer Experience Team Lead

hace 3 días

Madrid, Madrid, España Deliverect A tiempo completo
About Deliverect

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 Vision

We 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 Values

We value diversity, fostering a culture of transparency and visibility. Our team thrives on continuous enhancements and personal growth, guided by unwavering values of ownership, collaboration, and learning. We provide individuals with an environment to conquer challenges and build determination.

About the Role

We are 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.
Requirements
  • 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
What We Offer

We offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package. If you're a motivated and experienced professional looking to take your career to the next level, we encourage you to apply.

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