Customer Experience Team Lead

hace 3 días

Madrid, Madrid, España Deliverect A tiempo completo
Job Title: Customer Experience Team Lead

Deliverect is a rapidly scaling global SaaS unicorn that is revolutionizing technological solutions for the dynamic hospitality and Q-commerce sectors. As a Customer Experience Team Lead, you will play a crucial role in empowering ambitious individuals with the skills and knowledge to make a positive impact on business.

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:
  • 2+ years of experience as a technical support team lead, preferably within a SaaS company
  • Professional level Fluency in English and Spanish
  • Strong technical knowledge, particularly in supporting SaaS products
  • Proven track record of managing day-to-day operations of a technical support team
  • Ability to analyze team performance metrics, use data insights to inform decisions
  • Strong written and verbal communication skills
  • A proven track record of supporting and developing team members
What We Offer:

This is 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.

At Deliverect, we're committed to creating an inclusive and diverse workplace. We actively encourage applications from underrepresented individuals.

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