Customer Success Manager Europe

hace 1 semana

Valencia, España Backline A tiempo completo

**Mission**

As Customer Service Manager Europe, you will lead, structure, and scale our customer service operations across multiple markets. Your role is both operational and strategic, with direct impact on customer satisfaction, product evolution, and operational performance.

**Responsibilities**

**1. Lead and scale a multilingual customer service team**
- Recruit, train, and develop a team of customer service agents (French and other European languages).
- Build a culture of ownership, accountability, and high performance.
- Implement coaching routines, quality assurance processes, and continuous improvement practices.

**2. Deliver best-in-class customer experience**
- Set ambitious performance standards and monitor KPIs (CSAT, response times, quality scores).
- Identify operational bottlenecks and optimize workflows to improve efficiency.
- Ensure consistency and excellence across all customer interactions.

**3. Transform customer insights into product improvements**
- Act as a key liaison between Customer Service and Product teams.
- Consolidate customer feedback, identify trends, and propose actionable improvements.
- Track the impact of product changes on customer interactions and support volume.

**4. Leverage technology and AI**
- Implement modern tools and technologies to elevate our customer support experience.
- Use AI-driven solutions (automation, routing, copilots, self-service tools) to improve speed and quality.
- Build scalable systems that can support rapid multi-country expansion.

**5. Own the customer service strategy as we scale**
- Define the operational model for multilingual customer support.
- Build the hiring roadmap, team structure, and internal processes.
- Promote a performance-driven mindset and operational excellence across the team.

**About Us**

We are a fast-growing European platform expanding our operations across multiple countries.

We are creating our new European Customer Service Hub in Valencia, designed to deliver a best-in-class multilingual support experience.

Pay: 2,000.00€ - 3,000.00€ per month

Work Location: In person

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