Team Manager - Customer Experience (9AM to 6PM EST)

HeadX; Chile; A distancia; CLP 38.722.000 - 58.084.000; Jornada completa

Descripción de la vacante

A leading DTC brand in Chile is seeking a proactive Team Manager to join their Customer Experience team. This role is pivotal in leading a high-performing team, ensuring service level achievement, and enhancing phone support processes. The ideal candidate will have over 2 years of experience in team leadership within customer service and a strong focus on customer satisfaction. This position offers a remote working environment and a passion-driven culture of excellence.

Formación

• 2+ years in a similar team leadership or customer service management role.
• Proven track record of improving high service levels and customer satisfaction.
• Proficiency with customer service tools and analytics platforms is required.

Responsabilidades

• Establish performance indicators to ensure service levels and customer satisfaction.
• Implement quality control processes to maintain high service standards.
• Mentor a high-performing team, fostering excellence and innovation.
• Document team activities and provide feedback to leadership.

Conocimientos

Exceptional Verbal and Written Communication in English

Emotional Intelligence and Empathy

Critical Thinking and Problem-Solving Mindset

Proficiency with Customer Service Tools and Analytics Platforms

Descripción del empleo

The Opportunity:

We are seeking a highly skilled and proactive Team Manager to join our world-class Customer Experience (CX) team. This is a critical role responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction, and continuously enhancing our phone support processes. We are looking for a self-managed leader who is passionate about customer satisfaction and fostering a culture of excellence.

In the last 2 years, we've grown this brand from $0 to multi-8-figure revenue and now need a driven and knowledgeable leader to join us in taking our customer experience to the next level.

So, What Should You Expect if You Join Us?

• One of the world's fastest-growing and most innovative DTC brands (we've hit multiple 8-figure revenues in 2 years.)
• Highly experienced founders team (multiple successful projects, with over $700M+ in collective experience).
• Great self-improvement-driven culture of top A-players in their respective fields. Think of us as a Major League sports team.
• We're here to perform and have a great time while doing it.
• We push each other to become better versions of ourselves. 100% remote and micromanagement-free. Because if we need to micromanage you, this is not a place for you.

Job Responsibilities:

• Operational Excellence: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
• Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement.
• Process building: Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience.
• Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
• Training: Be the main point of contact for developing & training new joiners for the role.
• Documentation & Reporting: Document all team activities and outcomes to maintain clear records and identify trends.
• Feedback Loop: Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.

????Core Skills and Competencies:

• Exceptional Verbal and Written Communication in English
• Emotional Intelligence and Empathy
• Critical Thinking and Problem-Solving Mindset
• Proficiency with Customer Service Tools and Analytics Platforms

Your Experience:

• 2+ years in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.
• Proven track record of improving and maintaining high service levels and customer satisfaction.
• Proficiency with customer service tools, analytics platforms, and quality assurance systems is a must.
• Preference for candidates with experience in the US e-commerce market.
• Outstanding command of the English language, both written and spoken.