Customer Support Team Lead

hace 5 días

Barcelona, Barcelona, España Factorial A tiempo completo

*Hello
At Factorial we're looking for a new
Customer Support Team Lead*
to help us boost the company to the next level.

We believe in developing our team, spreading our company culture, and sharing our views on how Human Resources can make a difference for organizations all over the world.

*Ready to be part of the challenge?
The Role
We are looking for a
Customer Support Team Lead*
to join our team.

  • Supervise and guide the customer support team.
  • Set clear team goals and monitor team performance. Conduct regular team meetings to update members on best practices and continuing expectations.
  • Handle escalated customer issues and provide resolution.
  • Ensure high levels of customer satisfaction through excellent service.
  • Analyze customer service metrics and feedback to identify areas for improvement.
  • Develop and implement customer service procedures, policies, and standards.
  • Train new team members and provide ongoing coaching.
  • Identify training needs and organize development programs.
  • Prepare and present regular reports on team performance and customer feedback.
  • Analyze data to provide actionable insights to senior management.

*Your Profile *

  • Proficient level of Spanish and English expert speaker.
  • You demonstrate full ownership on each activity you develop.
  • You are proactive and you like to put forward new ideas.
  • Excellence in communicating and problem-solving.
  • Previous experience handling Customer Support/Customer Experience teams is needed.

*Perks of being part of our team *

  • High growth, multicultural and friendly environment
  • Save expenses with Cobee and get your salary in advance with Payflow
  • Healthy life with Gympass and Alan as private health insurance
  • Language classes with Yolk Academy
  • Syra discounts, Nora & Apeteat lunch
  • Breakfast in the office, organic fruit and free caffeine and theine
  • Flexible schedules , pet Friendly and no dress code

About Us
*Factorial
is an
all-in-one HR Software
fast-growing company founded in
2016.
Our mission is to help
SMEs automate HR workflows
, centralize people data and make better business decisions. Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over
+900 people*
in Barcelona, Brazil, Mexico, and EEUU offices.

*Our Values*

  • We own it: We take responsibility for every project. We make decisions, not excuses.
  • We learn and teach: We're dedicated to learning something new every day and, above all, share it.
  • We partner: Every decision is a team decision. We trust each other.
  • We grow fast: We act fast. We think that the worst mistake is not learning from them.

Wanna learn more about us? Check our website

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