Customer Experience Team Lead

hace 2 semanas

Valencia, España Moonshot A tiempo completo

**Are you a customer service superstar with a passion for providing customers with the best experience possible? Can you manage and monitor a team while taking their performance to the next level? Then we want to talk to you**

Have the adventure of a lifetime in sunny Valencia
- ️ 100+ colleagues from all around the world Amazing company activities, events, parties, and many more Free Spanish classes Attractive discounts on Urban Sports Club to enjoy a broad variety of sports whenever and wherever ‍
-️ Breakfast and Lunch are on us Become part of our Growth Program, with plenty of job opportunities
-Free bi-weekly Bueno Bootcamp

We're helping one of our partners to find the perfect Lead for their Customer Experience team. In this role, you will be a crucial part of the company as the driving force behind the CX team, leading 15-20 multilingual Customer Experience Specialists. You will guide and develop your team to reach their full potential and deliver excellent service while nurturing a positive work environment. You will ensure that the team embodies our Core Values and strives for operational efficiency by leveraging our AI-powered system

**The mission**:

- Lead and manage the team, guaranteeing consistent 9+ service to our customers and fostering a positive and high-performance environment that aligns with our Core Values and strategic mission;
- Monitor the performance of the team against set goals and KPIs relating to CSAT, productivity, first contact resolution, and response time;
- Effectively communicating direction and goals to the team, while providing regular and constructive feedback sessions with each CX Specialist;
- Handle escalations and offer guidance to your team;
- Communicate effectively with the Customer Experience Manager, providing regular updates on team performance and escalating issues as necessary;
- Plan and organize the team based on workload and business needs with RTA;
- Use data analytics to prepare reports, analyse team performance, identify areas of improvement, and communicate to stakeholders, maintaining a cross-functional collaboration;
- Utilize our AI and automation tools to improve the efficiency of customer service operations and improve customer experiences.

**What are we looking for**:

- At least 3 years experience in a management or leadership position in Customer Service;
- Fluent in English and Dutch/Spanish is a plus;
- Leadership by example, able to motivate, inspire, and create an inclusive and positive work environment;
- Strong analytical skills and data-driven mentality;
- Exceptional communication and organizational skills. Able to communicate effectively, and provide constructive feedback, mentorship, and coaching;
- Strong interpersonal skills with the team and cross-functional colleagues;
- Have experience using online software, site management, and tools. Previous experience working with Dixa or a similar ticketing tool is a plus;

See above

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