We are experts in the field of customer support. We are searching for a Customer Service Operations Manager with excellent leadership skills and business acumen. In this position, you will assure the day to day customer support services operations and Partner´s service satisfaction. You will be leading a team of team leaders and collaborating with the rest of the operations team. We are a fast-growing start-up with offices in Barcelona, we are a fun international team that offers services 24/7 across the globe. If you are open to a challenging career opportunity in a start-up where your operation´s functions will make a difference in business growth, you better not miss this chance!
Job Responsibilities include:
- Assure all Partner´s information related to support services is handled and organized appropriately for the Customer Support day-to-day operations
- Assure Partner is well and timely informed about all relevant Customer Support service information and prepare monthly service reporting
- Maintain all brand´s routines and guidelines up to date
- Onboard new Partners and off-board leaving Partners
- Liaise with Technology department for all required technical needs related support service
- Raise to Account Manager all potential Partner´s business opportunities identified
- Liaise with Services, QA, HR, and L&D to assure effectiveness, productivity, CS procedures, staffing, and training needs are met
- Liaise with HR for all employee issues and raise HR topics (shift schedule, holidays, leaves, assure monthly schedule, holiday, vacation, and leave planning)
- Assure shift´s effective roll-out, leading shift with TL, cover shifts as required (OT)
- Assess, coordinate, and communicate all customer service team daily processes
- Lead TL team and collect the Support team´s performance
- Define, measure, and report CSD KPI´s, following day-to-day service indicators
- Coordinate with QA, L&D, and TL to identify any quality/performance discrepancies and do appropriate follow up
- Build a positive team culture with strong engagement
- Be a company Ambassador
Qualifications
Required:
- Minimum 5-7 years’ experience in customer service (evolving career from representative, subject matter, technical support, team leader, client relations/satisfaction, manager and/or operations)
- 3-5-year university degree in business, marketing, technology, or related field
- Skilled in admin and working tools such as Google Suite, Microsoft, and internal communication technology (slack, customer service software)
- Ability to work effectively on multiple tasks and leading teams
- Ability to work closely with technical people in planning application features for services
- Fluent in English is a must with the written proficiency
- Highly organized and a team player
- Availability overseeing a 24/7 service business
- Willingness and availability to work remotely
Job Benefits
- Wellness at work – gym, relaxation, daily organic fresh fruit, and drinks
- Fun and well-communicated offices in Barcelona
- Online Spanish lessons
- Great colleagues, well-communicated offices, and fun company events
- Competitive fixed salary
