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Customer Experience Team Lead
hace 2 meses
Deliverect
As 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 Impact
As the Customer Experience Team Lead, you will oversee a global support team providing technical support to SMB, mid-market, and enterprise customers. This role involves leading a team of support specialists across multiple hubs, ensuring exceptional customer service, efficient issue resolution, and alignment of support strategies.
This role requires a balance of technical expertise, leadership, and strategic oversight to ensure the team meets and exceeds service level agreements (SLAs) while supporting Deliverect's customers globally.
Key Responsibilities
- Team Leadership: Manage and develop a global team of support agents, providing guidance, coaching, and performance feedback to ensure top-tier support across all customer segments.
- Operational Excellence: Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs. Continuously evaluate and improve support processes and workflows.
- Stakeholder Collaboration: 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.
- Talent Management: Lead recruitment, promotions, and development of team members. Foster a culture of continuous learning and professional growth within the team.
- Process Optimization & KPI Management: 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).
- Project Management: Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows.
Your Expertise
- 2+ years of experience as a technical support team lead, preferably within a SaaS company.
- Professional level fluency in English and Spanish.
- Strong technical knowledge, particularly in supporting SaaS products.
- Proven track record of managing day-to-day operations of a technical support team.
- Ability to analyze team performance metrics and track progress on key performance indicators.
- Strong written and verbal communication skills.
This is a full-time role with a hybrid schedule, offering 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.
Deliverect: Where Innovation Meets Opportunity
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.
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