Customer Retention Team Lead
hace 2 meses
About Ukio: We are a pioneering startup disrupting the traditional residential real estate market. Our mission is to empower individuals to live where they want, when they want. We provide fully furnished and artfully designed apartments for stays starting at one month. Our goal is to give choice and flexibility to allow people to plant their roots anywhere.
Our Culture: We honor diversity, compassion, and honesty above all else. Our team is composed of dedicated, collaborative, and results-driven people. We embrace the unknown and grant full autonomy to our team members to act as the owners of their projects. We value fun and always have team events on our calendars.
Role: As the Customer Retention Team Lead, you will be responsible for managing 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, 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.
About You: We are looking for a highly skilled and experienced professional with a strong background in customer service and leadership. You should have a minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or team lead role. A Bachelor's degree in Business Administration, Marketing, or a related field is preferred. You should also have a C1 Spanish level and C1 English level.
What We Offer: We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive salary and benefits package. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
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