You will be part of the Customer Care team. For this role, we are looking for someone who is passionate and willing to go the extra mile for our customers. As someone who is solution-oriented, proactive, and improvement-oriented, you aim to achieve goals by working closely with your team.
This is a US remote role: you must be located and resident in any of the following states: California, Colorado, Florida, Minnesota, New Jersey, New York, Oregon, Pennsylvania, South Carolina, Texas, or Virginia.As our Customer Care Team Lead:
You will be responsible for the professional and disciplinary management of currently 5 employees as well as the recruitment of at least 5 new employees in 2023
You take responsibility for smooth day-to-day operations and proactively support your team in managing customer requests in the best possible way. Service hours are Monday to Friday from 09:00 a.m. to 06:00 p.m. ET.
You represent your team within the company and effectively bring opinions and people together
Together with your team members you identify optimization potentials and work on the continuous development of the strategic direction for an even better Customer Care operation
You evaluate and improve regional Customer Service Front Office performance, provide recommendations to enhance organizational performance overall
You have proven experience in leading and developing a customer service team through mentorship, coaching, supervision, and training
You have strong verbal and written communication skills in English with the ability to communicate with ANY person (additional languages are a plus)
Your experience in working with reporting tools and functions helps you and the team to take informed decisions and meet KPI targets in a timely manner
You demonstrate organizational skills, attentiveness to detail, and the ability to handle multiple subjects simultaneously through effective prioritization
Working experience with Zendesk, Aircall, or similar tools is helpful
Experience in SaaS is an advantage
The Culture
We provide compensation up to 45$ per hour max for this role. During our conversations, we will assess the level of experience and align on the final range.
A company that has grown sustainably first in the EU and since a few years now in the US, too, and profitably over the last 10 years and is a market leader!
A culture based on trust and an inspiring atmosphere where ideas are heard and implemented
In a supportive environment that likes to set each other up for success, we can be vulnerable and authentic
Regular employee surveys to measure employee satisfaction and foster continuous improvement
The occasional get-together via virtual team events (lately also in person)
The Perks
Unlimited paid holiday and sick leave
Subsidized fitness membership through Classpass
Development & learning opportunities through regular check-ins with your team lead, team exchanges, and development reviews
Education budget, that allows you to grow professionally and explore new ideas