Customer Success Team Lead
hace 2 semanas
Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. We are seeking a highly skilled Customer Success Team Lead to join our team and help us deliver best-value trips, explore unique destinations, and curate extraordinary travel experiences.
Key Responsibilities:
- Manage a team of multilingual Customer Success Agents handling inbound telephone, email, and chat queries from customers across multiple EU, NAM, and LATAM markets.
- Hit and exceed productivity, adherence, and quality KPIs.
- Monitor daily performance to ensure call handling rate, email closing rate, and other KPIs are achieved.
- Provide coaching and guidance to agents and serve as the primary escalation point.
- Prepare WBR, QBR, and other ad-hoc reports as required that measure team performance.
- Use data to propose processes, procedures, and/or product improvements.
- Carry out monthly 121s and coaching sessions.
- Support the roll out of new processes and procedures in a dynamic and ever-changing environment.
- Work cross-functionally with training, quality, product, IT, operations, and finance.
- Work with WFM to prepare forecasts and agent schedules.
- Work with QA to develop and implement a monitoring system, scorecard, CSAT metric, and agent performance management system.
- Work with training to optimize new hire training content and refresher training.
- Work with recruitment to maintain optimal staffing and candidate pipelines.
- Conduct transaction monitoring to assess the quality and identify areas for improvement.
- Keep the team informed about various initiatives, targets, and performance metrics.
Requirements:
- Minimum 2 years of contact center customer service experience.
- At least 2 years in a team leader, supervisor, or manager role.
- Telesales experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.
- C1/C2 level English (verbal, reading, writing) required.
- C1/C2 level Spanish (verbal, reading, writing) is a bonus.
- Familiarity with CRM, order management, and contact management systems and practices is a plus.
- Salesforce knowledge and experience are highly desired.
- Bachelor's degree in hospitality, travel, tourism, or any related field is preferred but not essential.
Benefits:
- Competitive compensation package in line with job responsibilities and experience.
- Flexible compensation management for diet, transportation, private health insurance with Cobee.
- Hybrid work model: Offices in Barcelona city.
- Travel packages at reduced prices.
- Unlimited coffee, team lunches, English/Spanish lesson, bi-annual company parties, afterworks.
- Referral bonus, if you bring people as talented as you.
- Becoming part of a fun and motivated multicultural team at an agile and rapid-growing organization.
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