Customer Care Team Lead - US (f/m/d)

Permanent employee, Full-time · Remote, US

Your mission
As our Customer Care Team Lead, you will enable a growing team, lead by example with your hands-on mindset as a customer care expert, and prove your people development skills by identifying opportunities and inspiring others to become better every day.
Your role

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

Skills we are looking for
  • 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

With us, you can look forward to this

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

More information on why to work with us, our team, and our journey as a company:
About us is the market leading digital workflow solution for volume photographers in Europe & US.

Did you know …? There are over 440 million school and preschool children photographed yearly around the world.
Our software supports photographers to scale their business and focus on their passion: Photography!
We are a start-up that has grown profitably and sustainably over the last few years and created a human-centric culture, where honesty and authenticity are clear values.

Why work with us? Let us introduce ourselves! 
Check us out on Glassdoor
Connect with us on LinkedIn

We work as one team. Wherever you come from. However, you identify. We believe in equal opportunities.
We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion, or belief. 

We make recruiting decisions based on your experience, skills, and personality. We believe that employing a diverse workforce is the right thing to do and is central to our success.
Your application
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