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Customer Experience Lead
hace 2 semanas
The CE Leadership Team strives to deliver best-in-class results at Spreetail by leading with integrity, fairness, and humility. To accomplish this, we understand that setting clear expectations and delivering authentic communication are key. Through modeling a respectful, enthusiastic, and professional environment we aim to deliver focused and effective coaching that helps the Customer Experience Specialist (CES) Team deliver on our commitments to Spreetail and Spreetail’s Brand Partners.
**How you will achieve success**:
- Coaching and development of the CES team, the fostering of behaviors and culture that lead to success, and the effective management of team performance.
- Engage with, monitor, and periodically directly participate in the day-to-day operations of the Customer Experience organization to ensure our team is providing accurate and efficient customer service.
- Driving effective decision-making and ensuring your team is approaching customer interactions with a financially responsible mindset to protect profitability while delivering best-in-class customer support.
- Scoring, analysis, and coaching of team members using data from Quality Assurance, Marketplace Feedback, and Contact Evaluation sources.
- Responsible for ensuring accountability across a range of activities and processes while also standing ready to serve as a support resource in a variety of capacities.
**What experiences will help you in this role**:
- Bachelor’s degree or equivalent experience in business, marketing, or other related field.
- 2+ years relevant leadership experience in a customer success, service, team engagement and management.
- Outstanding communication and relationship building skills.
- Ability to be successful in an emerging role and department with strong ability to define and establish new process.
- Data driven mentality with the ability to transform findings into actionable results.
Desktop/Laptop system requirements:
- 4th generation or higher, at least Intel i3 or equivalent processor;
- at least 4GB RAM;
- Windows 10 and above or MAC OSX operating system
- You are required to provide your own dual monitors
A strong and stable internet connection (A DSL, cable or fiber wired internet service with 10 Mbps plan or higher for primary connection)
PC Headset
A high-definition (HD) external or integrated webcam with at least 720p resolution.
LI-Remote
