Customer Care Team Leader

We are TravelPerk: a fast-growing, well-funded startup that has raised nearly $294m since our creation in early 2015. Backed by world-class investors from some of tech's most disruptive companies, including Slack, Trello, Twitter, Farfetch, Deliveroo and Delivery Hero, our team is made up of A-players from across the travel industry.

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—by simplifying the process for everyone involved.

We're continuously growing and adapting to the situation. Because we're innovators we have been focused on turning lemons into lemonade, 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

We are looking for hands-on Junior Customer Care Team Leader passionate about people and about making an impact. Our Customer Care team is one of the foundations of our company's success and growth. We hire empathetic people who understand what we are trying to achieve: Make business travellers happy

Are you a true-owner, ready to go the extra mile and inspire others to do so when needed? Continuous improvement is in your blood. The bar is high but you always aim to set it higher.

**If your answer to all these questions is YES - Read on**

**As a Customer Care Team Leader, you would...**
- Provide daily direction and communication to your team so that customer care requests are answered in a timely, efficient and knowledgeable manner
- Motivate a team of great professionals
- Provide statistical and performance feedback and coaching on a regular basis to each team member
- Conduct individual development for skill improvement through regular one-on-one meetings
- Be available for employees who experience work and/or personal challenges providing appropriate coaching, counseling, and direction until the resolution
- Ensure everyone on your team has appropriate training and any required resources to perform their jobs to their best (or seek additional support when required)
- Respond to and resolve employee relations issues expressed by team members in collaboration with HR
- Address disciplinary and/or performance problems according to company policy in coordination with HR
- Along with peers and WFM, decide on micro schedules and share continual responsibility for deciding how to manage the employees, ensuring customer cases are handled efficiently and effectively
- Grade agents' quality performance alongside our QA team
- Ensure a high overall customer satisfaction level using NPS and help establish improvement plans as required
- Support the team as POC to answer any questions on the floor
- Investigate Sales escalations
- Support WFM in conducting Queue Management
- Help build and improve processes aimed at delivering an amazing customer experience to maximize revenue
- Actively support and advocate a customer-centric approach
- Suggest innovative ideas to increase team efficiency and improve customer experience
- Together with the CC leadership and HR, plan ahead, identify recruitment needs, and initiate recruitment processes as required

**What you need**
- Demonstrable experience going above and beyond to provide an amazing service that delights customers (what we call a 7-star customer experience)
- Strong people focus. You enjoy building and developing teams even within challenging times, and know how to make complex decisions thinking on the whole team
- Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals
- A truly data-driven DNA and a strong process orientation, possessing experience in building and rolling out efficient processes and programs, and in task automation
- A true aim to listen carefully, explore new ideas, and coach/get coached
- Flexibility to learn from what you've done in the past, not adhere rigidly to it
- Strong character, perseverance, and grit. You are truly resilient and positive
- Enjoy working as a true owner: assuming responsibility and commitment to ambitious goals and tight deadlines
- Continuous improvement is in your blood. The bar is high but you always aim to set it higher. You keep abreast with news and updates to keep yourself informed and the company to the highest standards
- A genuine sense of ownership: you feel comfortable working outside of the comfort zone, and you are ready to go the extra mile and inspire others to do so when needed
- Honest, open and trustworthy: your peers and managers can trust you. You are a team player, don't play political games, and care more about the team's success tha