Customer Experience Operations Lead
hace 4 semanas
Who we are:Want to make an impact? Join our pack and come work (and play) with us.We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe. We empower our community of trusted pet sitters and dog walkers to run their own pet care businesses on Rover with the tools and security of a global company to back them.Headquartered in Seattle, Washington, we work closely with our teams in Barcelona, San Antonio, Spokane, and remote locations. We’ve got a reputation for being a great place to work, having been named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal. We're an agile, fast-growing company, and our leadership comes from some of the world's most respected tech companies.At Rover, our furry coworkers are just as important as our human ones—and we wouldn’t have it any other way. Along with making the joys of pet parenthood more accessible, we’re committed to fostering a diverse, inclusive, and welcoming community of pet people—and that starts with our employees.In this pivotal role, you’ll be at the forefront of our daily operations, supporting managers to drive our team within the customer support and Trust and Safety operations function toward surpassing key performance indicators. You’ll not only ensure smooth operational processes but also engage in data analytics to develop strategic improvements and enhance workflows. From real-time queue monitoring and agent support to mentoring and fostering a culture of continuous development.Responsibilities:Support real-time queue monitoring to manage volume, identify coverage gaps, and uncover opportunities for service level improvements to mitigate any impact on customersTriage the queue to ensure urgent and high-priority issues are addressed in a timely mannerHandle customer escalations effectivelyTicket handling as needed in peak timesPerform department controls to ensure team operational efficiencyProvide support to floor agentsSupport both new and tenured agents through shadowing, training, and regular spot checks, and provide feedback/coaching and QAAssist in developing agent performance plans and conducting investigationsConduct data analysis to understand KPI results and determine root causesIdentify IT/system issues and raise tickets when appropriateParticipate in ad hoc projects and tasks based on business needsAssist product teams with updates and new launches that impact customers and support teamsQualifications:1-3 years of experience in customer support or call centers, mentoring and supporting team membersExperience working in marketplaces, understanding the dynamics of buyer-seller interactions, and managing customer satisfaction in a digital environmentExperience in roles focused on maintaining platform integrity, ensuring user safety, and adhering to compliance standards and policies1-3 years of involvement in projects related to customer service improvements, process optimization, or implementation of new systems and proceduresFluent in English, and in at least one European language (e.g., French, Spanish, German) is requiredPrevious experience using Zendesk, Slack, Confluence, WFM tools is preferredOther Requirements:Effective communication skills, both verbal and written, to engage with stakeholders at all levelsSelf-motivated and capable of managing time and tasks efficiently without constant supervisionConsistently arrives on time and meets work schedule commitmentsDemonstrates adaptability to company changes, capable of adjusting to new tasks and changing priorities swiftly and effectivelyRover is an equal-opportunity employer committed to promoting a diverse, inclusive, and inventive environment with the best employees. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations, and ordinances.
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Customer Experience Operations Lead
hace 2 semanas
España buscojobs España A tiempo completoWho we are:Want to make an impact? Join our pack and come work (and play!) with us.We believe everyone deserves the unconditional love of a pet—and at Rover, our mission is to make it easier to experience that love. Founded in 2011, the Rover app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US,...
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Digital Operations Lead
hace 2 semanas
España UCB A tiempo completoMake your mark for patientsWe are looking for a Digital Operations Lead who is agile, innovative and with experience in the pharmaceutical sector to join us in our Immunology team, based in our office in Madrid, Spain.About the roleAs the Digital Operations Lead, you will drive the transformation of our omnichannel, data-driven Go-to-Market model and...
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Operations Lead, Customer Experiences
hace 6 meses
España Hewlett Packard A tiempo completo**About HP**: HP is ranked among the Top Companies to work. Among the recognitions include One of the World’s Best Places to Work by Glassdoor 2019, One of the Top Companies for Women Technologists by Anita Borg Institute, One of the Top 10 Fortune 500 Companies Millennials are most excited to work for by SurveyMonkey and Working Mother 100 Best Companies...
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Customer Experience Manager Barcelona
hace 1 mes
España Monday Working Spaces by Urbania A tiempo completoAs a Customer Experience Manager, you will lead the strategy to ensure that every experience within our spaces is memorable for our Monday community. We have a team of 50 people and 11 centers in Barcelona, Madrid, Málaga, Andorra, and Lisbon. Your mission will be to ensure that the experience of our workers is always the priority, focusing on customer...
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Customer Experience Operations Associate Project Manager
hace 3 semanas
España Axionova Engineering Limited A tiempo completoAbout the Job Thank you for your interest in Axionova Engineering Ltd. Recruiting the right talent is essential to achieving our goals. At Axionova, we are committed to creating industry-leading engineering solutions that enhance the communities we serve. Axionova Engineering Ltd. offers equal consideration to all qualified applicants without regard to race,...
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Customer Experience Operations Associate Project Manager
hace 2 semanas
España buscojobs España A tiempo completoAbout the JobThank you for your interest in Axionova Engineering Ltd. Recruiting the right talent is essential to achieving our goals. At Axionova, we are committed to creating industry-leading engineering solutions that enhance the communities we serve.Axionova Engineering Ltd. offers equal consideration to all qualified applicants without regard to race,...
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Customer Operations Technical Manager
hace 2 semanas
España buscojobs España A tiempo completoThe Wise Seeker is the leading HR technology company in unbiased talent evaluation.With over 15 years in the industry analyzing the needs and demands of the job market, we are capable of identifying the best talent for each company thanks to our team of professionals and our SaaS platform integrated with Artificial Intelligence.We are efficient, evaluate...
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Head of Customer Experience
hace 1 semana
España ParcelHero A tiempo completoParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we’re a technology-driven company that’s going places, delivering innovative solutions to ensure exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career...
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Customer Support Analyst
hace 1 mes
España Cabify A tiempo completo¿Quieres cambiar el mundo? Eso es lo que hacemos en Cabify. Nuestro objetivo es hacer de las ciudades mejores lugares para vivir, mejorando la movilidad de las personas que viven en ellas, conectando a pasajeros y conductores con tan sólo pulsar un botón. Es posible que algún día las ciudades sean lugares donde nadie necesite un coche privado, pero aún...
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Senior Manager
hace 2 semanas
España Cataloxy A tiempo completoPublicada: 19.11.2024. Actual hasta: 03.12.2024Senior Manager - Operations & Customer Insights, BarcelonaSalario: a convenirSummary informationPuesto: Senior Manager - Operations & Customer InsightsÁrea: Staffing/Agencias de EmpleoJornada laboral: completaSexo: indeferenteEmpresa: Docplanner BCNDescripción de la ofertaAs a Senior Project Manager, you will...
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Customer Experience
hace 4 semanas
España Healthcare Businesswomen’s Association A tiempo completoJob Description Summary We are currently hiring a Customer Experience & Digital Head to join our Business Excellence & Engagement leadership team in Barcelona. As a Customer Experience & Digital Head, you will play a pivotal role in leading a dynamic team of 15 members. In this strategic position, you will guide this talented team in driving business...
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Customer Experience Consultant
hace 2 semanas
España buscojobs España A tiempo completoWe have a vision larger than the ocean: to be a true integrator of container logistics connecting and simplifying our customer’s supply chain. We count on our people to make it happen.We Offer:We offer you exciting career opportunities with an international reach to further expand your experience through our diversity-focused and award-winning talent...
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Global customer operations specialist
hace 1 mes
España Cabify A tiempo completo¿Quieres cambiar el mundo? Eso es lo que hacemos en Cabify. Nuestro objetivo es hacer de las ciudades mejores lugares para vivir, mejorando la movilidad de las personas que viven en ellas, conectando a pasajeros y conductores con tan sólo pulsar un botón. Es posible que algún día las ciudades sean lugares donde nadie necesite un coche privado, pero aún...
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Customer Operations Coordinator
hace 3 semanas
España Sagan A tiempo completoJob Title: Customer Operations Coordinator Location: Remote (CST Time zone) Salary Range: up to 2000 USD Work Schedule: Monday - Friday, 8:00 AM to 5:00 PM (CST) NOTE: INDEPENDENT CONTRACTOR POSITION Company Overview: Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international...
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Customer Service Junior Team Lead
hace 1 mes
España Blu Selection A tiempo completoReady to use your experience of being a Team Lead in Customer Service for our client that is insourcing their Customer Service Hub in Barcelona? In this position, you will be responsible for leading a team of Customer Service agents. As the Service Hub is being created, it requires a high level of flexibility and pro-activity. Your experience as a team lead...
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Customer Experience Specialist
hace 1 mes
España The Learning Experience #221 A tiempo completoStart: asapDUTIES AND RESPONSIBILITIES:Communicate with customers through various channels such as phone, email, chat and social mediaShowcase extraordinary communicational skills such as listening, empathy and can personalize every customer conversationGuide customers with their questions and ensure they are offered the right solution leaving a big smile...
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Customer Service Lead/Office Admin
hace 2 semanas
España buscojobs España A tiempo completoJob Title : Customer Service Lead / Office AdminLocation : Remote (MST Time zone)Salary Range : up to 1500 USDWork Schedule : Monday - Friday, 8 : 00 AM to 5 : 00 PM (MST)NOTE : INDEPENDENT CONTRACTOR POSITIONCompany Overview :Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of...
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Customer Experience Representative
hace 4 semanas
España CommScope A tiempo completoCustomer Experience RepresentativeLocation: Madrid, Madrid, SpainIn our 'always on' world, we believe it's essential to have a genuine connection with the work you do.Are you a proactive problem-solver with excellent interpersonal skills and a talent for managing customer relationships? Do you thrive in a fast-paced environment? If so, we have the perfect...
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Project Lead
hace 6 días
España Sysmex Corporation A tiempo completoWe are looking for a Project Lead - Operations Business Support Center who wants to consolidate a career being a part of a leading in vitro diagnostic company that has been growing enormously during the last 15 years.Being part of the Operations team, the Business Support Center Project Lead is responsible for planning and coordination of all activities...
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ESG Expert_Quality
hace 1 mes
España Telefónica, S.A. A tiempo completoESG Expert_Quality & Customer Experience Telefonica is committed to making a positive impact on the environment and the society through its operations and commercial solutions. We are looking for a smart, hard-working, and a go-getting individual to join the team and help Telefonica to meet its purpose “To make our world more human by connecting...
