Customer Retention Team Lead
hace 2 días
We are a pioneering startup based in Spain, with a presence in key European cities. 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.
Our CultureWe value diversity, compassion, and honesty above all else in our team. Our culture promotes full autonomy, allowing team members to act as owners of their projects and tasks. We are creators who thrive in dynamic environments and take on and build up projects from scratch.
Role OverviewThe 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.
Key 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.
To succeed in this role, you will need:
- A minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or team lead role.
- A Bachelor's degree in Business Administration, Marketing, or a related field preferred.
- C1 Spanish level and C1 English level.
In return for your expertise, we offer:
- A competitive salary of approximately £45,000 - £60,000 per annum, depending on experience.
- Private Health Insurance with SANITAS.
- Flexible retribution with Payflow.
- UKIO Anniversary gift.
- Team buildings and office events.
- Transportation card (transportation coverage for roles that require travel according to the internal policy).
- Breakfast at the office, fruits, nutrition bars, free coffee/tea, and popcorn.
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