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Customer Success Team Manager

hace 2 meses

Barcelona, Barcelona, España Exoticca A tiempo completo

About Exoticca

We are a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to creating life milestones. We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.

Job Title: Customer Success Coordinator

We are seeking a talented Customer Success Coordinator to join our team. As a Customer Success Coordinator, you will be responsible for managing a team of multilingual Customer Success Agents handling inbound telephone, email, and chat queries from customers across multiple EU, NAM, and LATAM markets.

Key Responsibilities

  • Manage a team of Customer Success Agents to ensure exceptional customer service
  • 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 reports that measure team performance and suggest improvements
  • Work cross-functionally with training, quality, product, IT, operations, and finance

Requirements
  • Previous experience in a contact center customer service role
  • At least 2 years in a team leader, supervisor, or manager role

What We Offer
  • A highly competitive salary
  • Limitless progression opportunities

Work Conditions
  • Schedules will be rotational between 8am and midnight, rotating every two weeks
  • Maximum of two weekends per month
  • Flexibility to work public holidays required

Company Culture

At Exoticca, we value collaboration, innovation, and continuous learning. We are a multicultural team in rapid international growth, seeking talented professionals to help us create the best and most forward-thinking travel company of our generation.