Team Lead (U.S. Customer Experience)

YOUR MISSION (IF YOU ACCEPT IT): 🥇

• Manage a team of 4-8 internal care specialists who handle the most complex claims at Back Market: manage their performance, support their growth, improve their quality, etc.
• Be accountable for the US Internal Customer Care KPIs: contact rate, customer satisfaction, agents efficiency, agents training, customer escalations and social media responses.
• Be one of the main points of contact for the US Voice of Customer (VOC): identify pain points, coordinate with the right stakeholders to drive improvements and fix process gaps internally, work in crisis management mode when emergencies occur
• Collaborate with and influence cross-functional teams (Product, UX, Operations…) to improve customer experience through innovative projects and products. 
• Collaborate with our BPO partners to improve our agents' performance, and ensure we meet the KPIs and budget objectives.

YOU ARE IN THE RIGHT PLACE IF: ⭐

• You have previous experience in customer service: working with customer care agents and/or BPO partners, improving processes and customer flows, driving projects to improve overall customer experience;   
• You have 2+ years of experience in managing a team;
• You’re a hands-on person who is interested in working side by side with customers and with their own team: that means taking actual contacts in order to keep that connection with the field;
• You are a charismatic leader who is able to bring people together in order to achieve ambitious goals together;
• You have knowledge of the e-commerce industry and have high customer experience expectations;
• You have preferably worked in a start-up hyper growth environment;
• You are solution oriented, focused on quick results and lean approach;
• You're a data driven person, you know how to define KPIs and track them to make sure you focus on the projects with highest impact
• You’re available to travel a few times per year to meet with the EU-based team and/or visit BPO partners
• A second language (French, Spanish, German) is a plus!