Customer Success Supervisor Latam

⚡ Who we are

Lodgify is a fast-growing startup focused on building vacation rental software that enables property owners and managers to independently manage and market their business online. We are an international team of more than 200 people and 50 different nationalities in the heart of Barcelona, and we've been featured twice in Wired's 100 Hottest European startups list.

⭐ About the role

The role of customer service supervisor is imperative to our company culture and future growth.

The candidate should have strong interpersonal skills and a commitment to resolving problems.

⭐What you will be doing :

Assist in hiring & Onboarding customer Connectivity associates. Organizes and oversees the schedules and work of assigned staff to maintain & improve SLAs. Answer questions from staff and provide guidance and feedback. You are the team’s first point of contact. Oversee and monitor customer service staff activities and provide them with regular updates on Metrics (Individual Metrics) Strategies and monitor daily activities of customer service operations. Keep management informed on issues and problems Handle supervisor requests that have escalated from customer service associates via telephone and email. Anticipate escalation and take over calls when needed. Collects data and prepares reports on customer complaints and inquiries. Contact the Team leads when disciplinary actions if needed (lateness, absences grave issues..) Report on agents' metrics results and performance Assist with the development, implementation, and application of policies Maintain documentation pertaining to customer service department activities. Implement ways to optimize procedures and keep staff motivated Organize Team activities Measure performance with key metrics such as call abandonment, call waiting, etc. Ensure adherence to policies for attendance, established procedures, and company guidelines particularly related to the quality of service. Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff. Participate in Team meetings and team strategy meetings. Approve invoice payments based on time worked.

⭐Requirements

At least 2+ years of work experience in a similar position. Proficient knowledge of customer service, and standard office practices and procedures as well as standard CS metrics & KPIs Excellent management and supervisory skills. Proficient computer skills, Excel is a must Strong communication & Motivational skills. Outstanding organizational skills. Organized with attention to detail. Strong analytical and analyzing skills Data-driven Ability to work in a fast-paced environment Ability to work under pressure and meet deadlines Strong leadership and problem-solving skills Love for tech

⭐Benefits

- Full-time position (40hs a week)

- Salary in USD!

- Performance Bonus

- Allowance for your home-office tools: computer, headset, mouse, etc.

- Referral program with paid compensation.

- Opportunities for growth and development

- Great culture & working environment with an international team of over 40 different nationalities.

- Yearly team-building events and activities.

- Training and mentorship program.

- Yearly performance reviews.

⭐ Why you’ll love us:

You’ll be part of a growing, dynamic company with a truly international team. At Lodgify, we are full of contagious energy, hard work, and passion for what we do. Lodgify is committed to creating a workplace where everyone is heard and feels a sense of belonging.

We are proud to have an international team that acknowledges a variety of backgrounds, perspectives and skills. At Lodgify, we celebrate diversity and difference, and we are strongly committed to building an inclusive environment for all our employees.

All applications, including CV & cover letter, must be submitted in English. Applications in any other language will not be considered.