Customer Success Team Lead
hace 4 semanas
About Exoticca Travel Co.
We are a pioneering online travel agency dedicated to creating life milestones through extraordinary travel experiences. Our mission is to deliver best-value trips, exploring unique destinations, and demonstrating genuine care for both our customers and the planet.
Key Responsibilities
- Manage a team of multilingual Customer Success Agents handling inbound telephone, email, and chat queries from customers across multiple EU, NAM, and LATAM markets.
- Hit and exceed productivity, adherence, and quality KPIs.
- 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 WBR, QBR, and other ad-hoc reports as required that measure team performance.
- Use data to propose processes, procedures, and/or product improvements.
- Carry out monthly 121s and coaching sessions.
- Support the rollout of new processes and procedures in a dynamic and ever-changing environment.
Requirements
- Minimum 2 years of contact center customer service experience.
- At least 2 years in a team leader, supervisor, or manager role.
- Telesales experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.
- Linguistic skills: C1/C2 level English (verbal, reading, writing) required. C1/C2 level Spanish (verbal, reading, writing) is a bonus.
- Technical knowledge: Familiarity with CRM, order management, and contact management systems and practices is a plus. Salesforce knowledge and experience are highly desired.
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