Customer Support Team Lead

⚡ 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 240 people and 50 different nationalities in the heart of Barcelona, and we've been featured twice in Wired's 100 Hottest European startups list.

We are looking for a motivated and experienced Customer Support Team lead to join our team!

You will be in charge of our Customer Support team, empowering them to best perform their tasks, as well as driving and improving the overall team performance. At Lodgify we believe that the Customer comes first, and we are committed to this value.

You will manage a global team expected to grow to 20+ agents by the end of 2023 across different locations and fully own the teams’ performance. 

Among your core responsibilities, you will have to improve our response time, CSAT, and expanded timezone coverage. We are looking for a technically savvy profile who possesses a strong drive for results. You will be the Voice of customers and ensure you effectively communicate and prioritize the information for all the relevant stakeholders.

Successful candidates must be social and analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively to various levels of stakeholders. The ideal Customer Support Team lead should engage with customers, maximize value, and create strategies to retain our customer base. The ideal candidate will genuinely own all Customer Support KPIs and will report to the Customer Succes Manager.

🌟 About the role

Ensure Quality of the service Drive continuous improvements through initiatives, suggestions & feedback Support agents with complex cases, escalations and product knowledge Create, improve, and document processes-Track. Measure & Improve team performance through data & KPI’s Provide & ensure high-quality induction training Optimise processes & tools (Zendesk, toky, chat, etc) Ensure coordination with other teams (Ex: Onboarding, product) Ensure customers feedback is properly shared when relevant Align team objectives with Company objectives-Drive & promote team culture

🧞‍♂️ You’ll make an impact by

Ensuring stellar client experience for existing customers Leading and coordinating all customer support processes Optimise  and Implement customer solutions Identifying new business opportunities Support product development with customers’ insights  Report on KPI’s and suggest solutions for improvement, such as Staffing/Schedule optimization, productivity improvements, change of workflows, etc. Implement and coordinate actions to reach strategic goals

👩‍🚀 You’ll be successful if you have

Minimum of 2 years of experience as a Customer Support Team lead or similar role, able to demonstrate strong knowledge of customer support processes. Minimum 1-year experience with SaaS / B2B Native or near Native level of English. Excellent verbal and written communication skills with various levels of stakeholders Strong analytical skills. Highly organized and able to multitask. Demonstrate leadership and motivational qualities. Experience in document/process creation.

Benefits

- Work from home flexibility.

- Permanent contract with a competitive salary.

- 25 working days of paid vacation.

- Private health insurance (that includes travel insurance, dental plan, and psychologist)

- Monthly meal stipends of 150€.

- Allowance for your home-office setup.

- Computer and gadgets for your daily work.

- Free Spanish classes.

- Referral program with paid compensation.

- Daily breakfast at the office: Coffee, sandwiches, cookies, fruits and much more!

- Opportunities for growth and development with a training budget.

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

- Jornada Intensiva in August.

- Mental well-being.

- Regular team-building events and activities.

- Training and mentorship program.

- Yearly performance reviews.

- Sick leave fully covered.

⭐ 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 must be submitted in English. Applications in any other language will not be considered.