Team Lead - Customer Experience

Who we are

, , the world's smallest book - at Catawiki, we come across exceptional objects such as these every day.

Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki’s hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic Cars, Collectables and many more.

We've sold 10 million unique items to date and it’s our mission to become the world’s most popular auction destination for special objects.

We’re an innovative, pioneering and fast-growing scale-up. If you think you can make a difference to our team, go ahead and apply.

About the role

As a Team Lead Customer Experience (CX), your focus will be on meeting new organizational objectives and goals and increasing our Customer Satisfaction. You will support, guide, and coach your team to ensure they perform at an optimal level, and you will use your leadership skills to inspire, motivate, and engage your team. It will be your responsibility to create a cohesive team that works together efficiently and to maximize the team’s potential.

To be a successful Team Leader for Customer Experience at Catawiki, you should have a track record of leading a motivated and engaged team that delivers positive performance results in line with goals and targets. Excellent interpersonal skills are of paramount importance as you build quality relationships with your team and internal stakeholders.

What you’ll do

Results and Responsibilities

• Advise and coach CX Specialists on soft skills and best practices, ultimately leading to higher productivity, high-quality team performance, and improved customer satisfaction
• Day to day management, including assigning tasks, monitoring incoming volumes, and adjusting schedules based on needs, absences, or shifting priorities
• Manage and coach a team of CX Specialists to ensure they meet departmental and team performance targets and KPIs while delivering exceptional customer service
• Handle daily escalations and cancellations for our team of CX Specialists

Tasks and Activities

• Foster a culture of team engagement, recognizing and celebrating team members' achievements, and promoting collaboration and teamwork
• Monitor team performance metrics and provide feedback, coaching, and support to improve individual and team performance
• Develop and maintain effective customer service procedures and policies to ensure consistent quality and efficiency
• Have a good understanding of reports and dashboards and be able to give strategic input on customer service operations, team performance, and customer feedback to the Team Manager
• Collaborate with other teams, such as sales and product development, to ensure that customer feedback is incorporated into business strategies and product development plans
• Have 1:1 meetings on a regular basis, conduct performance appraisals (mid-year and end-of-year), and hold stand-ups with your direct reports
• Respond to customer inquiries and complaints, providing timely and accurate resolutions to issues and ensuring that customer needs are met
• Manage and monitor ticket queues and volumes for optimal efficiency and productivity.
• Support the Team Manager with managing SLAs and implementing new tools, processes, and procedures
• Report to the CX Team Manager and serve as a backup in case of short-term absence

What you’ll bring

• At least 1 year of experience in customer support teams, including managing a team of at least 10 specialists
• A balanced leader with a passion for inspiring, motivating, and engaging a team
• Fluency in English (additional languages are a plus)
• Proven experience with KPIs and OGSM
• Strong stakeholder management skills and expertise
• Ability to prioritize tasks effectively and address ad hoc situations
• Relevant experience or a strong interest in identifying and implementing improvements, new processes, and tools
• Based in Lisbon, Portugal
• Regular office attendance is required to support your team
• Full-time availability (40 hours per week) is needed, including working every weekend (with weekend work being remote)

Here’s what we can offer you

This is your chance to join our mission to fulfill people’s passions as part of a young and dynamic