Team Lead Customer Experience

Start your new career abroad today! Read more about Customer Experience at Helloprint in sunny Valencia.

• Have the adventure of a lifetime in sunny Valencia ☀️
• 100+ colleagues from all around the world 🌍
• Amazing company activities, events, parties, and many more! 🎆
• Free Spanish classes 📕
• Attractive discounts on Urban Sports Club to enjoy a broad variety of sports whenever and wherever 🏃🏽‍♀️
• Breakfast and Lunch are on us! 🥗
• Become part of our Growth Program, with plenty of job opportunities 🤓
• Free bi-weekly Bueno Bootcamp 🏋🏽‍♀️

Team Lead Customer Experience

As the Team Lead Customer Experience you play a crucial role within our company; you are the driving force behind the CX team and will lead our dedicated team of 15-20 multilingual Customer Experience Specialists. You guide and develop your team to reach their full potential and deliver excellent service while nurturing a positive work environment. You ensure that the team embodies our Core Values and strive for operational efficiency by leveraging our AI-powered.

What you do:

• Lead and manage the team, guaranteeing consistent 9+ service to our customers and fostering a positive and high-performance environment that aligns with our Core Values and strategic mission;

• Monitor the performance of the team against set goals and KPIs relating to CSAT, productivity, first contact resolution and response time;

• Effectively communicating direction and goals to the team, while providing regular and constructive feedback sessions with each CX Specialist;

• Handle escalations and offer guidance to your team;

• Communicate effectively with the Customer Experience Manager, providing regular updates on team performance and escalating issues as necessary;

• Plan and organize the team based on workload and business needs with RTA;

• Use data analytics to prepare reports, analyze team performance, identify areas of improvement, and communicate to stakeholders, maintaining a cross-functional collaboration;

• Utilize our AI and automation tools to improve the efficiency of customer service operations and improve customer experiences.

Requirements

What are we looking for:

• At least 3 years experience in a management or leadership position in Customer Service;

• Fluent in English and Dutch/Spanish is a plus;

• Leadership by example, able to motivate, inspire and create an inclusive and positive work environment;

• Strong analytical skills and data driven mentality;

• Exceptional communication and organizational skills. Able to communicate effectively, provide constructive feedback, mentorship, and coaching;

• Familiarity with AI and automation tools, and their application within a customer service context.

• Strong interpersonal skills with the team and cross-functional colleagues;

• Have experience using online software, site management, and tools. Previous experience working with Dixa or a similar ticketing tool is a plus;

What we offer:

• An unique challenge at a fast-growing European e-commerce company;
• A great community like-minded young professionals from 40 different nationalities with an average age of 30;
• Support with Spanish administration processes and relocation;
• The best events and Friday drinks;
• Free Spanish classes;
• Attractive discounts on Urban Sports Club to enjoy a broad variety of sports whenever and wherever;
• The opportunity to learn and grow personally and professionally;
• A free Bueno Bootcamp every Monday;
• Breakfast, Lunch and healthy snacks are on us. Enough to keep you going all day!;
• Opportunities to learn and grow personally and professionally, even into ou