Job Description
As a Customer Support Team Lead, you will be responsible for enabling the Customer Excellence team to provide world-class support to customers. This will be achieved by implementing continuous improvement processes, solving pain points on key areas, establishing objectives and key results to ensure consistency on customer experience.
The successful candidate will play a critical role in service delivery, being responsible for building and developing the structure for a team of Booking Specialists to thrive and excel. The Customer Support Team Lead will be an integral contributor to the team, working within and promoting the company values.
Additionally, you will also be responsible for our office in Mexico City and ensure the smooth running of the office on a daily basis and complete various administrative support and organisational tasks to maintain the ongoing requirements.
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Required Skills and Qualifications
* 2 years' contact centre / operational experience;
* 1 year's people management experience, (contact centre preferred);
* Excellent knowledge of Microsoft Office & Google Suite (Excel and Google sheets);
* Demonstrates a strong performance ethos and personal commitment to achieving outstanding performance;
* Excellent decision-making skills;
* Demonstrated ability to perform well in a rapidly changing environment and across multiple teams;
* Proven track record of collaborating with cross-functional groups to produce results;
* Degree in Management or training in team leading is a plus;
* Native Spanish and English speaker. Other languages is a big plus;
* You thrive in fast-paced environments and feel comfortable with ever-changing situations;
* You are motivated by taking ownership of your projects;
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Benefits
A dynamic position in a young, fast-growing and innovative company
Continuous training and coaching to develop your skills
Competitive package including private health insurance, Indie Benefits and book free roadtrips across North America and Europe (subject to availability)
International and informal work environment
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Others
Are you ready to Go Indie?