Customer Retention Team Lead
hace 3 semanas
About Ukio | We are a dynamic startup with headquarters in Spain, founded in Barcelona and expanded to include offices in Madrid, Lisbon, Berlin, and Paris. Our mission is to empower individuals to live where they want, when they want. We achieve this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month.
We remove all the hassle around finding a rental with no long-term contracts, security deposits, broker fees, moving/buying furniture, etc., giving choice and flexibility to allow people to plant their roots anywhere. Backed by Europe's best Venture Capital firms, this year will be vital in our growth as we look to further build out our team, further establish ourselves in our current markets, and expand our reach into multiple new markets.
We are currently ranked in the top 10 startups in Spain by LinkedIn, and we have successfully raised a Series A investment round of €27 million that will help propel our growth throughout Western Europe and bring us closer to reaching our goals.
Our culture | We honor diversity, compassion, and honesty above all else in our team. We've already got a great mix of dedicated, collaborative, and results-driven people and are looking for more like-minded folks to join our team.
In true startup fashion, we always embrace the unknown and grant full autonomy to our team members to act as the owners of their projects and tasks. We are creators who embrace dynamic environments and take on and build up projects from scratch.
Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars.
Role | As the Customer Retention Team Lead, you 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.
You will work closely with various departments to ensure that our customers receive timely and effective solutions to their problems, 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.
- 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.
Attributes: Customer-focused mindset. High attention to detail. Ability to thrive in a fast-paced, dynamic environment. Strong organizational and multitasking skills.
Ukio's life benefits | Private Health Insurance with SANITAS Flexible retribution with Payflow UKIO Anniversary gift Team buildings and office events Transportation card (transportation coverage for role that have traveling needed for their work tasks according to the internal policy) Breakfast at the office, fruits, nutrition bars, free coffee/tea and popcorn An amazing internal culture and no dress code International working environment with many different nationalities Ukio's culture promotes and values each individual's contribution.
Diversity and inclusion, it's a big topic for us, as such we encourage applications from individuals of all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.
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