Customer Experience Team Lead

About Deliverect

Deliverect is a rapidly scaling global SaaS company that is revolutionizing technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the while being a part of something larger than themselves.

Our Omnichannel Solution

Our omnichannel solution serves as the driving force behind order management for fast-paced operations, providing seamless experiences for businesses and their customers. With real-time insights and analytics, our versatile and adaptable solution caters to businesses of all sizes in the hospitality and Q-commerce industry, spanning restaurants, delivery services, grocery stores, and more. With Deliverect, businesses don't just survive; they thrive in an ever-changing global landscape.

Unlocking Benefits

Our meticulously crafted solutions provide a multitude of benefits:

• Growing Sales: Acting as a catalyst, we propel businesses to expand their customer base, accelerating order processing and improving order delivery times.
• Optimised Operations: As specialists in fine-tuning business operations, we elevate overall efficiency while concurrently reducing operational costs.
• Elevated Customer Satisfaction: Deliverect supports businesses in offering customers faster delivery times and a seamless ordering experience, ensuring unparalleled customer satisfaction.

Dynamic Team and Values

Embarking on our global expansion journey across strategic hubs in Europe, North America, South America, Oceania, Asia, and the Middle East, Deliverect is fuelled by ambition and mutual respect. Our tight-knit 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. Our culture is deeply rooted in our growth story, originating from our Belgian startup roots. From our humble beginnings, we defied all odds in unity, transforming into a global force in the tech industry. We leave a positive impact on our customers and the individuals we serve, creating a lasting legacy in our collective journey.

Department Focus

At Deliverect, our Customer Experience team is the vital force propelling our customers towards unparalleled success. Envision us as the beating heart, offering tailored guidance and around-the-clock support to businesses of all sizes, ensuring they can fully harness the potential of our suite of products and thrive in their endeavours. With a customer-centric mindset deeply rooted in industry expertise, our global team passionately advocates for the needs and desires of our users. We're not just a team; we're facilitators of continuous improvement, scaling successful business outcomes worldwide. Our diverse team proudly upholds the customer-focused values that define Deliverect. Our unwavering commitment to tailored support ensures that businesses have the assistance they need precisely when they need it. As the central point of feedback, we continuously demonstrate our department's unyielding dedication to enabling customer success. We seamlessly combine a personalised touch with our industry-leading technology, creating a harmonious blend that sets us apart. Our goal? To be the driving force behind our customers' triumphs, proving that exceptional customer experience is not just a service but a fundamental part of the Deliverect journey.

Your Impact

As the Customer Experience - Team Lead at Deliverect, you will 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 and support specialists across multiple hubs, ensuring exceptional customer service, efficient technical issue resolution, and alignment of support strategies across teams. With a strong focus on coaching, workflow optimization, and stakeholder management, you will enhance the team's performance and drive initiatives to improve the overall customer experience.

Key Highlights

• Team Leadership: 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).
• 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.

A Typical Day

As a Customer Experience - Team Lead at Deliverect, your day will be filled with:

• Setting daily priorities, such as team check-in to review open tickets and ensure alignment on SLAs. Providing feedback on team performance and addressing any escalated issues from the previous day.
• Using data analysis tools to monitor team KPIs such as ticket response time, resolution rates, and CSAT. Based on these insights, adjusting workflows or implementing strategies to optimize performance across regions.
• Spending time coaching individual team members, providing actionable feedback on technical troubleshooting, customer communication, and performance metrics. You'll work closely with your team to develop their skills and improve overall service quality.
• Regularly interacting with Product, Engineering, and Sales teams to resolve complex or escalated technical issues. Your input ensures that customer needs are met and product improvements are informed by real-world support insights.
• Continuously evaluating support processes, identifying inefficiencies, and proposing workflow improvements that reduce ticket resolution time and enhance the customer experience.
• Overseeing team development by conducting one-on-one meetings to discuss career progression, handle recruitment for new team members, and manage talent retention strategies.
• Leading or participating in key customer experience initiatives, such as improving onboarding processes, enhancing internal documentation, or launching new tools to help the team work more efficiently.

Your Expertise

We're looking for a seasoned professional with:

• 2+ years of experience as a technical support team lead, preferably within a SaaS company. You've managed teams in a fast-paced, dynamic environment, demonstrating strong leadership and team development skills.
• 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.
• Strong written and verbal communication skills, with the ability to effectively interact with internal stakeholders, including Product, Engineering, and Sales teams.
• A proven track record of supporting and developing team members, fostering a collaborative culture that encourages growth and performance improvement.

What We Offer

As a Customer Experience - Team Lead at Deliverect, you'll enjoy:

• 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.
• The opportunity to work with a dynamic and ambitious team, driving innovation and growth in the tech industry.
• A competitive salary and benefits package, including a dedicated learning budget and clear learning pathways.
• The chance to make a positive impact on our customers and the individuals we serve, creating a lasting legacy in our collective journey.

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