Position title
Customer Service Operations Manager
Description

We are experts in the field of customer support. We are searching for a Customer Service Operations Manager with excellent leadership skills and business acumen. In this position, you will assure the day to day customer support services operations and Partner´s service satisfaction. You will be leading a team of team leaders and collaborating with the rest of the operations team. We are a fast-growing start-up with offices in Barcelona, we are a fun international team that offers services 24/7 across the globe. If you are open to a challenging career opportunity in a start-up where your operation´s functions will make a difference in business growth, you better not miss this chance!

Responsibilities

 Job Responsibilities include:

  • Assure all Partner´s information related to support services is handled and organized appropriately for the Customer Support day-to-day operations
  • Assure Partner is well and timely informed about all relevant Customer Support service information and prepare monthly service reporting
  • Maintain all brand´s routines and guidelines up to date
  • Onboard new Partners and off-board leaving Partners
  • Liaise with Technology department for all required technical needs related support service
  • Raise to Account Manager all potential Partner´s business opportunities identified
  • Liaise with Services, QA, HR, and L&D to assure effectiveness, productivity, CS procedures, staffing, and training needs are met
  • Liaise with HR for all employee issues and raise HR topics (shift schedule, holidays, leaves, assure monthly schedule, holiday, vacation, and leave planning)
  • Assure shift´s effective roll-out, leading shift with TL, cover shifts as required (OT)
  • Assess, coordinate, and communicate all customer service team daily processes
  • Lead TL team and collect the Support team´s performance
  • Define, measure, and report CSD KPI´s, following day-to-day service indicators
  • Coordinate with QA, L&D, and TL to identify any quality/performance discrepancies and do appropriate follow up
  • Build a positive team culture with strong engagement
  • Be a company Ambassador
Qualifications

Qualifications

Required:

  • Minimum 5-7 years’ experience in customer service (evolving career from representative, subject matter, technical support, team leader, client relations/satisfaction, manager and/or operations)
  • 3-5-year university degree in business, marketing, technology, or related field
  • Skilled in admin and working tools such as Google Suite, Microsoft, and internal communication technology (slack, customer service software)
  • Ability to work effectively on multiple tasks and leading teams
  • Ability to work closely with technical people in planning application features for services
  • Fluent in English is a must with the written proficiency
  • Highly organized and a team player
  • Availability overseeing a 24/7 service business
  • Willingness and availability to work remotely

 

Job Benefits

Job Benefits

  • Wellness at work – gym, relaxation, daily organic fresh fruit, and drinks
  • Fun and well-communicated offices in Barcelona
  • Online Spanish lessons
  • Great colleagues, well-communicated offices, and fun company events
  • Competitive fixed salary
Employment Type
Full-time
Job Location
Remote
Beginning of employment
November 2020
Working Hours
40 hours per week
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Position: Customer Service Operations Manager

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