Customer Support Team Leader - Spanish Lisboa

Customer Support Team Leader - Spanish
Lisboa
Lisboa, Lisboa, Portugal

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The Customer Support team is the first point of contact for all our customers. We are responsible for providing excellent customer service by quickly identifying issues, offering effective solutions, educating customers to reduce future contacts, and owning customer queries until resolution or escalation. The team also identifies improvement opportunities aligned with our key objectives, such as Customer Agent Impact Score (CAIS), First Contact Resolution (FCR), and transfers.

Our customer support team is vital in delivering support to ensure we remain the most trusted cryptocurrency platform.

Responsibilities include:

1. Leading a team responsible for daily activities impacting customer experience.
2. Utilizing reports, tools, and systems to monitor
   - time performance.
3. Coaching team members at all levels, developing poor performers, and inspiring top performers.
4. Providing guidance to reduce escalations and promote
   - sufficiency.
5. Optimizing planning, staffing, performance management, quality, and training through
   - functional collaboration.
6. Identifying customer improvement opportunities and implementing impactful actions.
7. Monitoring metrics and using dashboards and tools to ensure team success.
8. Using performance management systems to assess and improve team performance.
9. Collaborating on product, process, and customer experience improvement programs.
10. Recommending solutions based on customer insights and working with relevant leads to implement them.
11. Holding weekly or
    - needed meetings to align on performance and programs.
12. Spending at least one hour daily handling queries and escalations.
13. Facilitating team huddles focused on specific topics or metrics.
14. Understanding top user issues and advocating for product and policy improvements, communicating insights clearly.

Qualifications:

• Minimum 2 years of people management experience in a contact center, BPO, or vendor management environment.
• Fluency in English (verbal and written).
• Minimum C1 level in Spanish.
• Ability to thrive in a
  - paced, multicultural team.
• Curious mindset, eager to learn, challenge the status quo, and improve business.
• Promotes openness, transparency, respect, diversity, and inclusion.
• Team-oriented, capable of building and developing a
  - performing team.
• Inspiring coach with the ability to develop team members to top performance or promotion.
• Excellent communication skills across all levels and channels.
• Experience in delivering
  - quality customer service, sales, and account management within contact centers.
• Knowledge of solution design, procedures, operating models, and contact center technology.
• Strong
  - solving skills and trend analysis experience.
• Experience working in a crypto company and familiarity with lean or
  - centric programs.
• Ability to monitor KPIs such as daily, weekly, monthly performance, issue resolution, FCR, CAIS, transfers, and productivity.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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Lisbon, Portugal; Salary: BGN1, 237. 00-BGN1, 327. 00; 1 week ago.