Customer Care Team Leader

What tasks await you?

Leading a team of around 10 people, which means:

• Recruiting and onboarding new team members
• Facilitating regular one-on-one meetings with all team members to build relationships and give and receive feedback
• Analyzing and reporting results - helping us become even better! We are a data-driven company, measuring our work, working towards specific KPIs
• Working on improving the quality of conversations and customer service. You will conduct call recordings, complete coaching cards and provide feedback based on the information gathered. And then you will ensure that it is implemented :)
• Developing team members - we have developed career paths, frameworks that will help you in this. We set up development plans, engage people in additional projects, all to make them grow with us and stay for longer.
• Being the voice of the customer in conversations with product creators and change makers in operational processes, so that our customers' experience is even better.

Participation in interdepartmental and international projects - you will have a close collaboration not only with the Customer Care Manager. You will be realizing joint projects with the Customer Care team, Sales, Product, and many other teams.

Proactivity and proposing improvements in processes - you will have the opportunity to provide feedback and present your ideas.

Participation in meetings with customers and their onboarding - our team leaders want to stay up-to-date with customer needs, propose improvements in the process.

Handling complaints - you will be a support for the team in difficult cases.