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Customer Care Team Lead

hace 2 meses

Barcelona, Barcelona, España The Fork A tiempo completo
About The Fork

The Fork is a leading restaurant booking platform that connects diners with their favorite restaurants. Our mission is to make dining experiences seamless and enjoyable for everyone.

Job Summary

We are seeking a highly skilled Customer Care Team Lead to join our team. As a key member of our customer service department, you will be responsible for leading a team of customer care specialists, ensuring exceptional customer experiences, and driving business growth.

Key Responsibilities
  1. Team Leadership: Lead a team of customer care specialists, providing guidance, coaching, and development opportunities to ensure they have the skills and knowledge to deliver exceptional customer experiences.
  2. Customer Experience: Collaborate with cross-functional teams to identify and implement process improvements that enhance customer satisfaction and loyalty.
  3. Operational Efficiency: Develop and implement efficient processes to manage customer inquiries, resolve issues, and provide timely responses.
  4. Quality Assurance: Conduct regular quality audits to ensure high standards of customer service are maintained.
  5. Coaching and Development: Provide coaching and development opportunities to customer care specialists to enhance their skills and knowledge.
  6. Performance Management: Monitor and analyze team performance, identifying areas for improvement and implementing strategies to enhance productivity and efficiency.
Requirements
  1. Fluent English: Fluency in English is required, with any additional languages being an asset.
  2. Customer Service Experience: A minimum of 2 years of experience in managing a customer care team is required.
  3. Customer-Focused: A customer-centric approach is essential, with a strong focus on delivering exceptional customer experiences.
  4. Leadership Skills: Strong leadership skills are required, with the ability to motivate and inspire a team to achieve exceptional results.
  5. Communication Skills: Excellent communication skills are essential, with the ability to effectively communicate with customers, team members, and stakeholders.
  6. Problem-Solving Skills: Strong problem-solving skills are required, with the ability to analyze complex issues and develop effective solutions.
What We Offer
  1. Competitive Salary: A competitive fixed salary and bonus structure.
  2. Equity: Equity in the company.
  3. Flexible Working Environment: A flexible working environment with the option to work from home.
  4. International Team: The opportunity to work with a diverse and international team.
  5. Professional Development: Opportunities for professional development and growth.