Customer Service Manager

Our company is experiencing rapid growth with an ever-expanding number of partners and clients. We are actively seeking exceptional individuals to join our Barcelona-based startup and contribute to meeting the increasing demands of our clientele.

UNITH is a leader in transforming customer journeys through cutting-edge conversational AI. We specialize in crafting lifelike digital humans using synthetic facial movement, voice engineering, and conversational design. With Digital Humans available in over 60 languages and over 600 voices, we are revolutionizing the conversational AI industry.

We are currently seeking a dynamic and experienced **Customer Service Manager** to join our team at UNITH. As the Customer Service Manager, you will play a pivotal role in establishing and leading our customer service team. You will be responsible for delivering exceptional customer experiences, developing and implementing customer service strategies, and hiring and training customer service agents to ensure the highest level of customer satisfaction.

**Responsibilities**:

- Establish and lead the customer service team, setting goals, and providing guidance and support to team members.
- Develop and implement customer service strategies to enhance customer satisfaction and loyalty.
- Define and monitor key performance indicators (KPIs) to assess team performance and ensure targets are met.
- Handle escalated customer inquiries and complaints, ensuring swift resolution and customer satisfaction.
- Continuously monitor and analyze customer feedback to identify areas for improvement and implement corrective actions.
- Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a seamless customer experience.
- Recruit, hire, and train customer service agents, ensuring they have the necessary skills and knowledge to provide excellent service.
- Develop and implement customer service training programs to enhance agent performance and customer interactions.
- Stay updated on industry best practices and emerging trends in customer service.
- Foster a positive and inclusive work environment that promotes teamwork and professional growth.

**Requirements**:

- Proven experience in a customer service management role, preferably in a technology or AI-related industry.
- Strong leadership and people management skills, with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills, with the ability to interact effectively with customers and team members.
- Strong problem-solving and decision-making abilities, with a customer-centric mindset.
- Experience in recruiting, hiring, and training customer service agents.
- Knowledge of customer service best practices and industry trends.
- Experience with customer service software and systems.
- Bachelor's degree in a relevant field is preferred.

**Benefits**
- Be part of a fast-growing startup at the forefront of the conversational AI revolution.
- Work with cutting-edge technology and shape the future of digital experiences.
- Collaborate with a dynamic and talented team in a supportive and inclusive work environment.
- Opportunities for career growth as the company expands globally.
- Competitive salary package and benefits.
- Additional perks include an Apple MacBook, hybrid working options, offices in Amsterdam and Barcelona, lunch compensation, private health insurance with Alan, and a generous ClassPass discount.

To apply, please submit your resume and a cover letter explaining your relevant experience and interest in joining UNITH.