Customer Experience Team Lead

hace 3 días

Madrid, Madrid, España Deliverect A tiempo completo
About Deliverect

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

Our Mission

We're on a mission to deliver exceptional customer experiences through our omnichannel solution, which serves as the driving force behind order management for fast-paced operations. 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.

Our Values

We're guided by unwavering values of ownership, collaboration, and learning, which 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.

Department Focus

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.

Job Summary

We're seeking a Customer Experience - Team Lead to 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 support specialists across multiple hubs, ensuring exceptional customer service, efficient technical issue resolution, and alignment of support strategies across teams.

Key Responsibilities
  • 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).
  • Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs. Continuously evaluate and improve support processes and workflows.
  • 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.
  • Lead recruitment, promotions, and development of team members. Foster a culture of continuous learning and professional growth within the team.
  • 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).
  • Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows.
Requirements

We're looking for a seasoned technical support team lead with 2+ years of experience in a SaaS company. You should have professional-level fluency in English and Spanish, as well as experience managing a geographically dispersed team. Strong technical knowledge, particularly in supporting SaaS products, is a must. 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.

What We Offer

We offer a hybrid schedule with 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 role may require working beyond standard business hours, including weekends and holidays, on a rotating schedule.

Join Deliverect

We're not just seeking team members; we're on the lookout for dynamic individuals who thrive in a fast-paced SaaS environment. We are fuelled by perceptive, ambitious, and determined professionals who embrace challenges and turn them into opportunities for innovation.

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