Customer Experience Team Lead

hace 1 semana

Barcelona, Barcelona, España Deliverect A tiempo completo
Job Title: Customer Experience Team Lead - Global Support

Job Description:
Deliverect is a rapidly scaling global SaaS company that is revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. We are seeking a highly skilled Customer Experience Team Lead to oversee a diverse global support team providing technical support to our SMB, mid-market, and enterprise customers.

Key Responsibilities:
  • Manage and develop a global team of 10-12 frontline and premium support agents.
  • Oversee daily operations to ensure efficient ticket resolution and customer satisfaction.
  • Work closely with internal teams to resolve escalated issues.
  • Lead recruitment and development of team members.
  • Analyze team performance metrics and implement strategies to improve efficiency.
  • Lead key CX initiatives aimed at improving customer experience.

Requirements:
  • 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.
  • Strong written and verbal communication skills.

What We Offer:
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.

Equal Opportunities at Deliverect:
We're committed to creating an inclusive and diverse workplace.

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