HEAD OF CUSTOMER SUPPORT

adoclic advertising; España; Presencial; EUR 10.000 - 30.000; Jornada completa

Descripción de la vacante

A dynamic advertising company in Spain seeks a Head of Customer Support to lead the customer service team. The role involves managing claims, returns, and performance metrics while fostering innovative approaches to customer service. Candidates should have a high proficiency in English, at least 3 years of customer service experience, and strong analytical skills. An indefinite contract with various benefits is offered, including language classes and flexible hours.

Servicios

Immediate incorporation

Stability

Indefinite contract

Dynamic environment

Birthday day off

% over objectives

Free language classes

Flexible summer hours

Free morning coffees

Formación

• Fluent in spoken and written English.
• Minimum 3 years of experience in customer service.
• Advanced knowledge in Office tools.
• Medium knowledge in WordPress.
• Analytical mindset with strategic thinking.

Responsabilidades

• Manage the entire customer service team and training.
• Check and manage returns.
• Define and review key performance indicators.
• Conduct A/B tests to reduce returns and claims.
• Review alerts for potentially fraudulent orders.
• Manage claims in PayPal, Stripe, and other platforms.
• Control delivery times.

Conocimientos

High level of spoken and written English

3 years experience in customer service

Analytical skills

Strategic thinking

Educación

Higher studies in business, marketing, advertising, public relations or similar

Herramientas

Office package

WordPress

Descripción del empleo

Head of Customer Support

We are looking for a versatile person who we can delegate tasks related to customer service, dispute management and coordination of certain outsourcing providers.

Its main functions

Customer service and claims management

• Management of the entire customer service team (training, control, etc.)
• Checking and management of returns
• Definition and review of the most important KPI’s
• Carry out different A/B tests with different macros and autoresponses to try to lower the % of returns and/or claims
• Review of alerts for orders that may be fraudulent
• Review and management of claims in PayPal, Stripe and RLL
• Control of delivery times

We are clear about where we want to go and what we should do, but if you think we can innovate in something that we have not contemplated… we would love to hear from you, someone without mincing words!

Be witty and creative, wanting to propose challenges and give a different and disruptive point of view and someone who loves dealing with people.

We Offer

• Immediate incorporation
• Stability
• Indefinite contract
• Dynamic environment and project with high potential
• Your birthday, day off!
• % over objectives
• Free language classes
• Summer hours and flexible hours
• Morning coffees included
• And more benefits to come!

Minimum Requirements

• ESSENTIAL: High level of spoken and written English
• Minimum 3 years experience in customer service (email and telephone)
• Advanced knowledge in Office package, Windows and Email
• Medium knowledge about WordPress
• Deep understanding of growth strategies, have analytical skills and strategic thinking.
• Related higher studies (business, marketing, advertising, public relations or similar)
• Results-oriented, autonomous and efficient with the ability to be self-taught
• Postgraduate and other languages such as French, Italian, Hebrew, Japanese and German will be valued.