Customer Care Manager

Responsibilities

• Manage & coach the Customer Care team
• Lead the Spanish Care team on a daily basis to drive performance.
• Ensure 1to1, performance reviews and other meetings with the Spanish Care Team.
• Ensure tickets review with the Spanish Care team.
• Provide coaching and support to the team when needed.
• Monitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality.
• Guarantee high responsiveness and service quality for tickets to thrive for excellence.
• Participate in tickets handling with the team and merchants calls (around 20% of your time).
• Be responsible for escalations from our merchants via calls and meetings.
• Create ad-hoc strategic planning with merchants without an Account Manager.
• Implement and update structured workflows / processes to manage Care requests efficiently.
• Ensure streamlined communication with merchants in Care remit.
• Align with the Account Management team to ensure a seamless experience for merchants.
• Work closely with operations & product teams to ensure merchant feedback leads to meaningful improvements.

Requirements

• 3+ years of experience in a client-facing role and 1+ year managing a team.
• Exceptional organizational & time management skills.
• Demonstrated ability to work in a team.
• Strong stakeholder management capabilities.
• Analytical mindset.
• Customer ultra-centricity.
• Native Spanish speaker and fluent English speaker.
• Be 100% in line with the Bigblue values.

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