Customer Care Team Manager

Job Description

We are seeking a Team Lead Customer Care to join us and lead our Customer Care Team in providing exceptional support to our clients.

As the Team Lead Customer Care, you will play a pivotal role in leading and developing our Customer Care team to ensure the delivery of outstanding support to our clients. Reporting directly to our Head of Customer Experience, you will be responsible for managing the Customer Care team and driving operational excellence in our support services.

Here’s a snapshot of you and your team’s future responsibilities:

1. Team Leadership and Management:

   Lead, motivate, and mentor the Customer Care Team (3 people) to achieve performance targets and deliver exceptional customer service.

   Provide ongoing coaching and feedback to team members to support their professional development and growth.

   Coordinate team schedules, workload distribution, and performance evaluations.

2. Customer Support and Operations:

   Oversee the resolution of complex customer issues and escalations, ensuring timely and effective solutions.

   Collaborate with other departments, including Product, Tech, and Operations, to address customer needs and improve the user experience.

   Ensure adherence to service level agreements (SLAs) and quality standards in all customer interactions.

3. Process Improvement and Stakeholder Engagement:

   Identify opportunities for process optimization and efficiency improvements within the Customer Care team.

   Define a self-help content strategy based on user needs and care activity.

   Re-design our contact strategy to cover bigger share of incoming care requests from our users.

   Develop and implement best practices for customer support operations, including the use of tools and technologies.

   Build strong relationships with internal stakeholders, including Sales, Marketing, and Product teams, to ensure alignment on customer support priorities and initiatives.

Preferred experience

At Welcome to the Jungle, we are all coming from (really) different backgrounds, that’s our main strength!

Our Team Lead Customer Care would be someone with:

• +5 years of experience in B2B customer support, with demonstrated experience of at least 2 years in a leadership or supervisory role

• Proven track record of effectively managing and prioritizing multiple tasks in a fast-paced environment

• Ability to adapt quickly to changes and drive continuous improvement initiatives

• Experience working with Zendesk or similar customer support platforms; comfortable with utilizing various tools and technologies to optimize support processes

• Excellent communication skills, both in French and English