Customer Experience Team Lead

About the role

Are you a responsible, result and goal-driven Team Leader that is able to monitor, supervise and manage the day-to-day activities of a team of CX Specialists?  If so, then this role is for you.  This role’s focus will be to meet the new organizational objectives, and goals and to increase our Customer Satisfaction.  You will be supporting, guiding, and coaching your team to ensure they perform on an optimal level and you would 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 Client Experience in Catawiki you should have a track record of a motivated and engaged team that delivers positive performance results in line with goals and targets set. Excellent interpersonal skills are of paramount importance as you build quality relationships with your team and internal stakeholders. 

What you’ll do

• You advise and coach team members on soft skills and best practices ultimately leading to higher productivity, high-quality team performance, and improved customer delight.
• Intraday Management, like assigning tasks, monitoring incoming volumes, and adjusting schedules based on needs, absences, or shifting priorities.
• Manage and coach a team of Customer Experience Specialists to ensure they meet departmental and team performance targets and KPIs, while delivering exceptional customer service.
• Handling daily escalations and cancellations for our team of Customer Experience Specialists.
  
• 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 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.
• Having 1:1 on a regular basis, performance appraisals (Mid-year and End Of Year), and 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.
• Managing and monitoring ticket queues and volumes for optimal efficiency and productivity.
• Support Team Manager with managing SLAs and implementing new tools, processes, and procedures.
• Reporting to CX Team Manager and back-up in case of short-term absence.

What you’ll bring

• Extensive work experience within a customer support team.
• A neutral leader who is passionate about inspiring, motivating, and engaging a team.
• Fluent English (additional language a plus)
• Experience in working with KPIs and OGSM.
• Great stakeholder management experience, knowledge, and skill.
• Know how to prioritize tasks and follow up on ad hoc situations
• Relevant experience or affinity with identifying and implementing improvements, new processes, and tools.
• Willing to work in rotating shifts including evenings, weekends, and public holidays.
• Preferably available full-time
• Working in a hybrid way of working. 
• Regular office attendance is expected to support your team in the Lisbon office.