Customer Success Team Lead
hace 3 semanas
Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. Our commitment to creating life milestones is at the core of our brand equity. We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.
We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.
As a Customer Success Team Lead, you will be responsible for managing a team of multilingual Customer Success Agents handling inbound telephone, email, and chat queries from customers across multiple EU, NAM, and LATAM markets.
Your key responsibilities will include:
- Managing a team of Customer Success Agents to ensure a differentiating level of customer service
- Hit and exceed productivity, adherence, and quality KPIs
- Monitor daily performance to ensure call handling rate, email closing rate, and other KPIs are achieved
- Provide coaching and guidance to agents and serve as the primary escalation point
- Prepare WBR, QBR, and other ad-hoc reports as required that measure team performance
- Use data to propose processes, procedures, and/or product improvements
- Carrying out monthly 121s and coaching sessions
- Support the roll out of new processes and procedures in a dynamic and ever-changing environment
- Work cross-functionally with training, quality, product, IT, operations, and finance
- Work with WFM to prepare forecasts and agent schedules
- Work with QA to develop and implement a monitoring system, scorecard, CSAT metric, and agent performance management system
- Work with training to optimize new hire training content and refresher training
- Work with recruitment to maintain optimal staffing and candidate pipelines
- Conduct transaction monitoring to assess the quality and identify areas for improvement
- Work with training to update and refresh content as needed
- Keep the team informed about various initiatives, targets, and performance metrics
Requirements:
- Minimum 2 years of contact center customer service experience
- At least 2 years in a team leader, supervisor, or manager role
- Telesales experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred
Working Conditions:
Schedules will be rotational between 8am and midnight, rotating every two weeks. Maximum of two weekends per month, and flexibility to work public holidays is required.
-
Customer Success Team Lead
hace 2 semanas
Barcelona, Barcelona, España Exoticca A tiempo completoCustomer Success Team Lead At Exoticca, we're revolutionizing the travel industry with our pioneering online travel agency. We're seeking an experienced Customer Success Team Lead to manage a team of Customer Success Agents, delivering a differentiating level of customer service and creating life milestones for our customers.Key Responsibilities:Manage a...
-
Customer Success Team Lead
hace 4 semanas
Barcelona, Barcelona, España Welcome Pickups A tiempo completoAbout Welcome PickupsWelcome Pickups is a travel tech startup that redefines the way people travel. Founded in 2015 in Athens, Greece, we deliver a complete, personalized, in-destination travel experience.Our drivers are experts in the area and share their local know-how to make travelers feel at home. We have introduced contactless rides, thorough cleaning...
-
Customer Success Team Lead
hace 4 semanas
Barcelona, Barcelona, España Welcome Pickups A tiempo completoAbout Welcome PickupsWelcome Pickups is a travel tech startup that redefines the way people travel. Founded in 2015 in Athens, Greece, we deliver a complete, personalized, in-destination travel experience.Our drivers are experts in the area and share their local know-how to make travelers feel at home. We have introduced contactless rides, thorough cleaning...
-
Customer Success Enablement Team Lead
hace 2 semanas
Barcelona, Barcelona, España Qlik A tiempo completoAbout the RoleWe are seeking a highly experienced Customer Success Enablement Team Lead to join our team at Qlik. As a key member of our customer success organization, you will play a pivotal role in designing, building, and delivering learning content that empowers our Customer Success teams and strengthens customer relationships.In this dynamic role, you...
-
Customer Success Enablement Team Lead
hace 2 semanas
Barcelona, Barcelona, España Qlik A tiempo completoAbout the RoleWe are seeking a Customer Success Enablement Team Lead to join our team at Qlik. As a key member of our Customer Success organization, you will play a pivotal role in designing, building, and delivering learning content that empowers our Customer Success teams and strengthens customer relationships.Key ResponsibilitiesLead the design and...
-
Customer Success Team Lead
hace 2 semanas
Barcelona, Barcelona, España Exoticca A tiempo completoCustomer Success Team LeadExoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. We are seeking a highly skilled Customer Success Team Lead to join our team and help us deliver best-value trips, explore unique destinations, and curate extraordinary travel experiences.Key...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Docplanner A tiempo completoCustomer Success LeadRole Overview:We are seeking a highly skilled Customer Success Lead to join our team at Docplanner. As a key member of our Customer Success department, you will play a pivotal role in driving customer retention and growth through data analysis and strategic planning.As a Customer Success Lead, you will be responsible for leading a team...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Docplanner A tiempo completoCustomer Success LeadRole Overview:We are seeking a highly skilled Customer Success Lead to join our team at Docplanner. As a key member of our Customer Success department, you will play a pivotal role in driving customer retention and growth through data analysis and strategic planning.As a Customer Success Lead, you will be responsible for leading a team...
-
Customer Success Team Lead
hace 2 semanas
Barcelona, Barcelona, España Doctoralia España A tiempo completoJob DescriptionAs a key member of our team at Doctoralia España, you will be responsible for leading and managing a team of 25+ employees, including 3 Team Leads reporting to you, ensuring high performance and morale.Acting as a Project Manager, you will lead local initiatives by coordinating with internal and external stakeholders, including operations,...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Docplanner A tiempo completoCustomer Success LeadAt Docplanner, we're seeking a highly skilled Customer Success Lead to join our team. As a key member of our Customer Success department, you will play a pivotal role in driving our data-driven initiatives and ensuring the success of our customers.Key Responsibilities:Lead and manage a team of 25+ employees, including 3 Team Leads, to...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Jameda A tiempo completoCustomer Success LeadAt Jameda, we are seeking a highly skilled Customer Success Lead to join our team. As a key member of our Customer Success department, you will play a pivotal role in driving our data-driven initiatives and ensuring the success of our customers.Key Responsibilities:Lead and manage a team of 25+ employees, including 3 Team Leads, to...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Docplanner A tiempo completoCustomer Success LeadAt Docplanner, we're seeking a highly skilled Customer Success Lead to join our team. As a key member of our Customer Success department, you will play a pivotal role in driving our data-driven initiatives and ensuring the success of our customers.Key Responsibilities:Lead and manage a team of 25+ employees, including 3 Team Leads, to...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Jameda A tiempo completoCustomer Success LeadAt Jameda, we are seeking a highly skilled Customer Success Lead to join our team. As a key member of our Customer Success department, you will play a pivotal role in driving our data-driven initiatives and ensuring the success of our customers.Key Responsibilities:Lead and manage a team of 25+ employees, including 3 Team Leads, to...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Docplanner A tiempo completoCustomer Success LeadAt Docplanner, we're looking for a highly skilled Customer Success Lead to join our team. As a key member of our Customer Success department, you will play a pivotal role in driving customer satisfaction and retention.Key Responsibilities:Lead and manage a team of 25+ employees, ensuring high performance and morale.Act as Project...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Docplanner A tiempo completoCustomer Success LeadAt Docplanner, we're looking for a highly skilled Customer Success Lead to join our team. As a key member of our Customer Success department, you will play a pivotal role in driving customer satisfaction and retention.Key Responsibilities:Lead and manage a team of 25+ employees, ensuring high performance and morale.Act as Project...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Doctoralia España A tiempo completoCustomer Success LeadAt Doctoralia España, we are seeking a highly skilled and experienced Customer Success Lead to join our team. As a key member of our Customer Success department, you will be responsible for leading and managing a team of 25+ employees, including 3 Team Leads, to ensure high performance and morale.Key Responsibilities:Act as Project...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Doctoralia España A tiempo completoCustomer Success LeadAt Doctoralia España, we are seeking a highly skilled and experienced Customer Success Lead to join our team. As a key member of our Customer Success department, you will be responsible for leading and managing a team of 25+ employees, including 3 Team Leads, to ensure high performance and morale.Key Responsibilities:Act as Project...
-
Customer Success Team Lead
hace 2 semanas
Barcelona, Barcelona, España Exoticca A tiempo completoAbout ExoticcaExoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to creating life milestones. We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences,...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Jameda A tiempo completoJob Title: Customer Success LeadAt Jameda, we are seeking a highly skilled Customer Success Lead to join our team. As a key member of our Customer Success department, you will play a pivotal role in driving our data-driven initiatives and ensuring the success of our customers.Key Responsibilities:Lead and manage a team of 25+ employees, including 3 Team...
-
Customer Success Lead
hace 4 semanas
Barcelona, Barcelona, España Jameda A tiempo completoJob Title: Customer Success LeadAt Jameda, we are seeking a highly skilled Customer Success Lead to join our team. As a key member of our Customer Success department, you will play a pivotal role in driving our data-driven initiatives and ensuring the success of our customers.Key Responsibilities:Lead and manage a team of 25+ employees, including 3 Team...
