Senior Customer Support Manager OLX

WELCOME TO OLX
At OLX, we work together to build a more sustainable world through trade.We make it safe, smart, and convenient to buy and sell cars, find housing, get jobs, buy and sell household goods, and more. Our colleagues around the world help to serve millions of people around the world every month, through its well-loved consumer brands including OLX, Otodom, AutoTrader, Property24.Join OLX and see how far you can go.
The Customer Service Leader role exists to manage, oversee, and inspire one high-performing team of Customer Service Specialists from horizontals and verticals while ensuring seamless day-to-day operations. The role is integral in driving operational efficiency, achieving key performance indicators (KPIs), and delivering exceptional customer experience. This position serves as a vital link between leadership and the specialist team, fostering collaboration within the department and across the organization to uphold OLX's dedication to quality service.

What responsibilities will you get when working with us?

• Team Leadership & Management: Lead and manage a designated team of up to 16 Customer Service representatives, ensuring smooth and organized operations. 
• Operational Oversight: Monitor team performance and ensure delivery of agreed KPIs and service excellence objectives.  
• Coaching & Development: Guide, coach, and mentor team members to reach their full potential; Conduct monthly, quarterly, mid year, and annual reviews, evaluations, individual and team-based meetings; oversee training initiatives. 
• Collaboration: Actively collaborate with other internal teams and departments to enhance overall customer satisfaction. 
• Efficiency & Problem Solving: Strive for operational and cost efficiency while analyzing errors, generating actionable solutions, and proactively driving improvements. 
• Planning and Monitoring: Handle the planning, allocation of tasks, monitoring progress, and ensuring the implementation of tasks related to user service. 
• Administration & Recruitment: Manage the team’s administrative matters, including personnel handling, absence management, recruitment, and maintaining adequate headcount requirements. 
• Process Development: Actively contribute to creating internal procedures, defining best practices, and proposing user-centric solutions. 
• Cross-functional Representation: Represent team priorities, operations, and challenges in broader organizational forums or externally if required. 
• Additional Duties: Undertake tasks as assigned by hierarchical or senior leadership.

What will you need to be successful in this role?

• Relevant professional experience:  preferably experience in people management and operations management;
• A bachelor’s degree in business, management, or a related field is a plus;
• Expertise in motivating and mentoring teams to drive performance improvements;
• Ability to make sound decisions based on analytical reasoning and data insights;
• Openness to change and the agility to manage challenges in a dynamic environment. Willingness to lead a subordinate team through changes;
• Strong teamwork and interpersonal skills to build productive relationships within the team and across departments;
• A solution-oriented mindset paired with the confidence to propose and implement improvement ideas;
• Excellent written and verbal communication skills to promote clarity, alignment, and engagement with team members;
• Effective planning and prioritization skills to meet deadlines and operational goals;
• Practical knowledge of the G Suite environment ;
• Practical knowledge of the Salesforce environment;
• Understanding of Customer Service Key Performance Indicators;
• COPC certification would be an asset;
• Strong knowledge of customer service operations and process improvement;
• Outstanding fluency in Romanian and English;
• Readiness to travel;
• Readiness to work in a hybrid model, in a task-oriented work time;
• Experience working in an international, diverse, and fast-paced environment.

What can you expect from us and what do we offer?

• Outstanding opportunity to become part of an international group, working for leading classifieds brands.
• The local company is based in an awesome-designed office in the centre of Bucharest.
• Continuous investment in your development, as well as the possibility to stay in contact with other professionals from all over the world.
• Complex compensation package (annual performance-based bonus, medical insurance, flexible benefits compensation).
• A dynamic and friendly environment where getting stuff done and enjo