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Team Lead Customer Experience
Il y a 5 mois
As Customer Experience Team Lead, you will:
Be a mentor and referent for your team members: give them advice to identify, understand and anticipate complex cases, explain processes, and help them develop their skills
Ensure a smooth daily organization and administration management: make sure back-ups are available, manage schedules and leaves
Be an advocate for your team: communicate about improvement and best practices, demonstrate new features, and identify training needs and provide the resources
Manage the onboarding of newcomers : welcome and introduce them to the teams, following them during their first steps in the company, teach our tools and processes, and ensure their good integration
Ensure a great customer experience:
improving processes and tools, managing feedback from team members and sharing it with the manager, reassigning tickets when necessary, checking stats for all teammates and ensuring objectives are met
Be a team player:
have a global view of the activity and backlog, anticipate and schedule, and collaborate and communicate with other offices around the globe
What will contribute to your success:
At least 2+ years of experience in a Customer Experience role
Prior experience in a management role
Fluent in English (mandatory)
Italian language skills are preferred but non mandatory
Excellent team-building and team-management skills
Customer-focused and analytical
Enthusiastic team-player with
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