Customer Success Team Lead

hace 2 semanas


Barcelona, Barcelona, España Exoticca A tiempo completo
Customer Success Team Lead

 

At Exoticca, we're revolutionizing the travel industry with our pioneering online travel agency. We're seeking an experienced Customer Success Team Lead to manage a team of Customer Success Agents, delivering a differentiating level of customer service and creating life milestones for our customers.

Key Responsibilities:

  1. Manage a team of multilingual Customer Success Agents handling inbound queries from customers across multiple markets.
  2. Hit and exceed productivity, adherence, and quality KPIs, monitoring daily performance to achieve call handling rate, email closing rate, and other KPIs.
  3. Provide coaching and guidance to agents and serve as the primary escalation point.
  4. Prepare reports that measure team performance and propose processes, procedures, and/or product improvements.

What You'll Need:

  • Minimum 2 years of contact center customer service experience.
  • Ability to work in a dynamic, multicultural team with rotating schedules and flexibility to work public holidays.

 

 



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