Customer Care Team Manager

We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015. Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries. Over the past few years, we've been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We're revolutionizing the B2B corporate travel market—worth over $1.3 trillion— to connect people in real life in an enjoyable and sustainable way. TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click Travel, NexTravel and Albatross to the team. From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that's where you come in If you're ready to take off with us, keep reading We are looking for a Customer Care Team Manager to join the Customer Care team **Your mission will be to**: Ensure that we deliver a 7-star experience to our customers. Therefore, we empower our people to think like owners and solve problems. As a team, we are focused on continuously improving and setting new standards in customer support. A Customer Care Team Manager will be responsible for managing team leads and their team's performance. You will continuously find operational levers to improve and maintain 7 star standards in customer support within your teams. You need to love developing leads and agents and not be afraid to "get your hands dirty". You will lead a team of up to 4-5 Leads that manage up to 12 agents each. Your main focus is to improve operational performance; improve productivity and quality while maintaining service levels and employee engagement. Additionally, Team Managers support CC leadership on projects around development, analysis, and implementation of process/performance improvement. - This role will be based from_ Barcelona._ **What you will do**: - Understands and demonstrates TravelPerk core values and Leadership Principles. - Identifies and explores opportunities for change and makes recommendations for improvements - Mentors Leads in developing leadership behavior's. Hires, manages, and leads CC teams to success. - Closely collaborates with the other Team Managers to insure global CC impact of all actions - Shapes the performance of the team, keeps them focused and motivated to deliver the right results in an ever-changing business environment. - Work with necessary stakeholders in TravelPerk and CC leadership team to determine strategy, and to ensure that customer service achieves overall goals - Maximizes resources for the greater good of the organization. - Continually measures and evaluates all work processes - Demonstrates the ability to influence, manage, and present ideas via clear written and oral communication. - Builds positive productive relationships with many stakeholders and partners around the world. - Deals with the complexity of multiple lines of business and regions. - Demonstrates flexibility in work hours based on business needs. **What you need**: - A bachelor's degree, or higher in business or a related field. (external) - A keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence. - Demonstrated ability in managing and developing CC teams - Demonstrated familiarity with general principles of workflow in an inbound contact centre, and current technologies to help manage that workflow. - Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. - Hands-on mentality - Self-organized, proactive and strong attention to detail - Fluent in English **What do we offer?** - Competitive compensation including equity in the company - Generous vacation days so you can rest and recharge - Health perks such as private healthcare or gym allowance depending on your location - "Flexible compensation plan" to help you diversify and increase the net salary - Flexibility to work from home most of the time with core hours - Unforgettable TravelPerk events including travel to one of our hubs - Udemy for business account to continue your development - Mental health support tool for your wellbeing - Exponential growth opportunities **Flexible Work Policy** - You will need to be based in one of our hub countries, some positions are only open in specific locations - We will require you to travel to the office hub in your country once or twice per week depending on your position - In addition, every quarter you will be required to travel to an office hub location for up to 5 days to meet with your whole team - We have flexible working hours to fit around your life - Team members that want to