Customer Retention Team Lead

hace 3 semanas

Barcelona, Barcelona, España Ukio A tiempo completo

About Ukio | Ukio is a pioneering startup in the residential real estate market, providing fully furnished and artfully designed apartments for short-term stays.

We empower individuals to live where they want, when they want, by disrupting traditional rental processes and offering flexibility and choice.

Our mission is to make a positive impact on people's lives, and we're committed to delivering exceptional customer experiences.

We're backed by top European Venture Capital firms and have successfully raised a significant investment round to fuel our growth.

As a Customer Retention Team Lead at Ukio, you'll play a critical role in ensuring our customers receive timely and effective solutions to their problems, fostering long-term loyalty and positive relationships.

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.
  • Reporting: Prepare regular reports on retention metrics, escalated cases, and team performance.

About You |

  • Experience: Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or team lead role.
  • Education: Bachelor's degree in Business Administration, Marketing, or a related field preferred.
  • Languages: C1 Spanish level and C1 English level.
  • Skills: Strong problem-solving and analytical abilities, excellent communication and interpersonal skills, leadership and team management experience, proficiency in CRM and ticket management systems.

Ukio's Culture |

We honor diversity, compassion, and honesty above all else in our team. We've already got a great mix of dedicated, collaborative, and results-driven people and are looking for more like-minded folks to join our team.

We are creators who embrace dynamic environments and take on and build up projects from scratch. Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars.

Ukio's Benefits |

  • Private Health Insurance with SANITAS
  • Flexible retribution with Payflow
  • UKIO Anniversary gift
  • Team buildings and office events
  • Transportation card (transportation coverage for roles that have traveling needed for their work tasks according to the internal policy)
  • Breakfast at the office, fruits, nutrition bars, free coffee/tea and popcorn
  • An amazing internal culture and no dress code
  • International working environment with many different nationalities

We value diversity and inclusion, and we encourage applications from individuals of all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.

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