Customer care it tools and self-service manager

Shape the Future of Digital Commerce with Your Visionary Expertise About Miravia : Miravia is an innovative e-commerce platform, part of Alibaba Group, that connects buyers and sellers effortlessly. We are committed to providing a dynamic shopping experience by partnering with forward-thinking brands across diverse categories. Based in Madrid, we collaborate with global teams to develop the e-commerce platforms of tomorrow.Your Role : We are seeking a dynamic and experienced IT tools and self-service Manager to lead our customer service team. The ideal candidate will possess strong leadership skills, and a minimum of three years of experience in a similar role. This position is responsible for overseeing the day-to-day operations of the customer service department, ensuring exceptional service delivery, and driving continuous improvement initiatives. And defining and optimizing the business processes in order to do this.Key Responsibilities : Effectively and professionally manage customer queries (questions, concerns, complaints, requests, and feedback) via call, chat, e-mail, reviews, comments, and other forms of communication media on the e Commerce channels and platforms we manage.Work successfully with internal and external teams to ensure quick, efficient, and effective solutions for customer queries.Strategically form a well-thought, thoroughly guided, and most appropriate resolution to customer queries that is effective, efficient, and timely.Establish stronger customer relationships through courteous pre-sales services and post-sales follow-ups.Define requirements and high-level process / system solutions agreeing with business teams across the company (Payments, customer service, commercial, CX, product, operations, etc)Ensure that all projects are delivered on-time, within scope, with successful implementations considering all stakeholders with early identification and mitigation of potential risks and issues.Prepare and analyze strategic and operational dashboards to evaluate BPO performance using tools like Power BI, Tableau, or similar platforms. This includes integrating and leveraging SQL databases to support data extraction, analysis, reporting, and performance tracking.Optimizing CRM tools to improve workflows and customer engagement.Any other duties as assigned by the management.Requirements : Native or Bilingual Spanish.Business proficiency English.Bachelors degree or above finished.+3 years experience on process enhancement and project management in Consumer experience, innovation, and e Commerce.Strong communication skills with all levels of stakeholders.Customer-centric mindset, good team player, and embrace a collaborative and open working culture.Self-motivated, and has the desire to push for changes which create impact and value for the organization.Ability to thrive in a fast-paced and changing business environment by anticipating and adapting to evolving needs.Analytical mindset with strong problem-solving and data analysis skills, able to innovate and perform under pressure.Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential.Able to travel for business as and when needed.Proficient in Microsoft Office.Power BI, Tableau and SQL.CRM tool optimization experience.Experience with e-content / digital building tools is an advantage.Application Process : Ready to embark on this journey with us? Please send your CV in English!Please note this role requires to work 100% from the office. Our offices are very centric tough : Metro Station Avenida de América (Madrid).Whether you tick every box or bring a unique blend of skills, we want to hear from you. Diversity is our strength, and we encourage applications from those who bring distinct perspectives to our team.Join Miravia, and let's shape the e-commerce landscape together!