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Customer Retention Team Lead
hace 2 meses
We are a pioneering startup in the residential real estate market, revolutionizing the way people live and work. Our mission is to empower individuals to live where they want, when they want, by providing fully furnished and artfully designed apartments for stays starting at one month. We remove the hassle of traditional rentals, giving people the freedom to plant their roots anywhere.
Our CultureWe value diversity, compassion, and honesty above all else. Our team is composed of dedicated, collaborative, and results-driven individuals who thrive in a fast-paced, dynamic environment. We encourage applications from individuals of all backgrounds and promote a culture that values each person's contribution.
Job DescriptionCustomer Retention Team Lead
The Customer Retention Team Lead will be responsible for managing and resolving escalated customer issues, developing and implementing retention strategies, and leading a team dedicated to maintaining high levels of customer satisfaction. This role requires strong problem-solving and analytical abilities, excellent communication and interpersonal skills, and leadership and team management experience.
Responsibilities
- Manage Escalated Issues: Handle complex or unresolved customer issues that have been escalated from Tier 1 and Tier 2 support teams.
- 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.
Experience: Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or team lead role.
Education: Bachelor's degree in Business Administration, Marketing, or a related field preferred.
Languages: C1 Spanish level and C1 English level.
Skills:
- Strong problem-solving and analytical abilities.
- Excellent communication and interpersonal skills.
- Leadership and team management experience.
- Proficiency in CRM and ticket management systems (e.g., HubSpot, Salesforce).
- Ability to work collaboratively across departments.
Ukio offers a range of benefits, including private health insurance, flexible retribution, and a transportation card. Our team is composed of individuals from diverse backgrounds, and we encourage applications from all qualified candidates.
