Customer Operations Area Manager Thefork

Welcome to our fabulous world. We are **_TheFork_**. Our mission is to**_ _**_bring happiness through amazing dining experiences, _**thanks to our 3 main products: **TheFork App** : the restaurant discovery and booking app for every occasion ️ **TheFork Manager** : the tool to digitize restaurant operations and be in full control of your business *** **TheFork Pay & gift cards **:the new and amazing dining payment experience Creator of a unique model that disrupted the restaurant industry 15 years ago, we are now the **leading dining platform **across Europe and Australia. We are experiencing an exciting period of growth, and we need the greatest folks onboard. Together, we will make our wildest dreams come true We strongly believe that our mission can only be achieved if we also bring happiness to our working environment. We do this by providing a **flexible, multicultural and positive environment** where each individual has the space to grow. We nurture this happy culture through our **core values**: We are better together - We act like an owner - We genuinely care for our users and customers - We believe in transparency - We never stop learning - Speed wins Oh And we are also part of the big Tripadvisor family ❤️ With love, Your future buddies, the Forkies. **Your role within the Customer Operations team** Overall, the mission of the Customer Care team is to help and delight clients (B2B, B2C and internal), find the root causes of issues, scale, feed central business with feedback and add value to each contact. As an Area Manager of the Customer Care team, you will contribute to: - Challenge current way of working, identify process inefficiencies and focus on continuous improvement. - Manage a group of Line Managers who will be in charge of the Customer Care Specialists. - Be the main point of contact and represent your team's interests in the relationships with central teams (CRM, Marketing, ) and local teams (Country Manager, Sales, Account Managers, ) - Ensure a high level of customer satisfaction and quality of service You will join an agile and dynamic team, in a fast moving "scale-up" environment and will take part in an international organization that values strong execution, sharing and growing together. **Missions** - Lead and empower your team to ensure company objectives are delivered. - Responsible for the team service levels, productivity and quality. - Monitor Customer Service KPIs at agent, country and company level for monthly reporting. - Liaise with local & central teams for daily operations: CRM, local planning, marketing, legal & partnerships - Liaise with other departments (Sales, Cash collection, etc ) to improve collaboration & processes - Liaise with countries leadership to agree on service level, provide feedback, present results, and meet other local needs - Escalate user insights, feedback on new features, suggestions to the product and engineering teams. - Ensure that Customer Care projects (Internal support, optimization projects...) are aligned with business needs and reflected & managed in our OKRs. - Communicate process & global initiatives in a constructive, effective and scalable manner. - Ensure extensive reporting of results and communicate insights to support decision making **Requirements**: - 4-5 years experience in team & project management in an international customer care environment - Fluent in both Spanish & English (spoken & written) - Ability to establish trusted relationships across organizational boundaries and influence without having direct authority. - Ability to work in an ambiguous, changing environment. - Ability to think strategically and manage internal and external factors when identifying problems, proposing solutions, and making decisions. - Excellent verbal and written communication, organizational, problem-solving, critical thinking, analytical, and stakeholder management, with excellent attention to detail. - Proven experience as a trusted team player - Knowledge of collaboration tools (Google spreadsheets, Google slides, Slack, Microsoft Teams, etc.) and Salesforce are a plus The position is based in Barcelona (Spain) **What we offer you** *** **An awesome team (not everybody like our jokes, but we try our best) A Permanent contract (that can be useful in life) - ️ Flexible working environment (2 days home office per week) Competitive fixed salary, bonus and equity (yes, equity) Lunch vouchers available for each working day (because yes, we like to try our best restaurants) International teams - More than 30 nationalities and 16 offices worldwide ️‍ Highly inclusive working environment - ️ Lifestyle benefits that can be used to reimburse physical, leisure activities, family support, travel etc Continuous learning and development programs (with full access to LinkedIn Learning) Free access to the Calm app - A program dedicated to help you have the best work/life balance Health insurance fully covered