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Customer Care Team Manager - Night Shift

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Night Shift - Customer Care Team Leader

We are TravelPerk: a fast-growing, well-funded startup that has raised nearly $134m  (techcrunch.com/2019/07/18/on-a-growth-tear-work-trip-saas-travelperk-adds-60m…) since our creation in early 2015. Backed by world-class investors in some of tech’s most disruptive companies, including Slack, Trello, Twitter, Farfetch, Deliveroo and Delivery Hero, our team is made up of A-players from the online travel industry - Booking.com and Skyscanner, among others.

We’ve been named the fastest growing SaaS startup in the world (saasmag.com/saas-1000-2019)  by the SaaS1000 and featured as one of the hottest startups to watch by both Forbes (forbes.com/sites/davidprosser/2017/09/06/seven-travel-tech-start-ups-taking-e…)  and Wired (wired.co.uk/article/best-startups-in-barcelona-2017) . We’re revolutionising the B2B corporate travel market, worth over $1.3 trillion, by simplifying the process for everyone involved.

If you’re ready to take off with us, keep reading!

We’re looking for a dependable, ethical, people-focused, hands-on, and customer-centric professional who is experienced in leading, coaching, mentoring, and developing high-performing teams. A person with a proven track record leading customer support teams within the e-travel sector.

Please note this role is for a night owl! As this is a night shift position, you'll need to be fully available as per our shift HOWEVER you will receive a higher salary for the night shift! 

Someone who is tired of companies providing poor customer experience and is committed to delivering a service level that exceeds our client's expectations, motivating and compelling them to retain and expand their accounts with us.

If this sounds like you, we need to talk.

As a Customer Care Team Manager you will be responsible for providing high quality and efficient customer care to customers through the daily management of a fast-growing team to include planning, hiring, on boarding, mentoring, coaching, training, recognizing and rewarding, and problem-solving. Additionally, you will assist the VP of Customer Care with, amongst others, performance analyses and people development related duties.

Beyond the requirements listed above and below, you must possess a genuine hunger to build and develop great customer support teams within a fast-changing, hyper-growth environment, so be ready to work hard and roll-up your sleeves!

 What you'll do:

* Team Management:

** Provide daily direction and communication to your team so that customer service requests are answered in a timely, efficient and knowledgeable manner
** Provide statistical and performance feedback and coaching on a regular basis to each team member
** Conduct individual development for skill improvement through regular one-on-one meetings
** Be available for employees who experience work and/or personal challenges providing appropriate coaching, counseling, and direction until the resolution
** Ensure everyone on your team has appropriate training and any required resources to perform their jobs to their best (or seek additional support when required)
** Respond to and resolve employee relations issues expressed by team members in collaboration with HR
** Address disciplinary and/or performance problems according to company policy in coordination with HR
** Along with peers and WFM, decide on micro schedules and share continual responsibility for deciding how to manage the employees, ensuring customer cases are handled efficiently and effectively
** Ensure a high overall customer satisfaction level using NPS and help establish improvement plans as required
** Help build and improve processes aimed at delivering an amazing customer experience to maximize revenue
** Actively support and advocate a customer-centric approach
** Suggest innovative ideas to increase team efficiency and improve customer experience

* What you'll do:

** Together with the VP of Customer Support and HR, plan ahead, identify recruitment needs, and initiate recruitment processes as required
** Hire, on board, train and motivate a team of great professionals

 What we look for:

* Proven successful experience of 3+ years leading a Customer Care team of 10-15 pax within a fast-growing
* Availability and flexibility to work on rotating shifts according to business needs, including Bank holiday
* Demonstrable experience going above and beyond to provide an amazing service that delights customers (what we call a 7-star customer experience)
* Strong people focus. You enjoy building and developing teams even within challenging times, and know how to make complex decisions thinking on the whole team
* Excellent hiring and people development skills
* Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals
* A truly data-driven DNA and a strong process orientation, possessing experience in building and rolling out efficient processes and programs, and in task automation
* Experience retaining customers to become loyal brand ambassadors
* Strong expertise in Travel technologies, especially Amadeus, will be a significant plus
* Excellent communication skills in English. Spanish is not required, but any additional EU language will be a plus
* Deep experience using and squeezing Zendesk or any similar ticketing tool
* A true aim to listen carefully, explore new ideas, and coach/get coached
* Flexibility to learn from what you’ve done in the past, not adhere rigidly to it
* Smart, organized, fast learning, and resourceful mindset. You are tech savvy
* Ability to create long-lasting connections very easily
* Independence: don't need hand-holding to get things done
* Strong character, perseverance, and grit. You are truly resilient and positive
* Enjoy working as a true owner: assuming responsibility and commitment to ambitious goals and tight deadlines
* Continuous improvement is in your blood. The bar is high but you always aim to set it higher. You keep abreast with news and updates to keep yourself informed and the company to the highest standards
* A genuine sense of ownership: you feel comfortable working outside of the comfort zone, and you are ready to go the extra mile and inspire others to do so when needed

 What we always look for:

* Honest, open and trustworthy: your peers and managers can trust you. You are a team player, don’t play political games, and care more about the team’s success than about your own career gains
* Focused and determined: You don’t let yourself be distracted. You can focus on accomplishing big wins and never get lost in less important ideas that are floating around
* You seek feedback early and often and are open to both give and take constructive and direct criticism

 What do we offer?

* Competitive compensation including equity in the company.
* 24 vacation days per year and flexible working hours.
* Health perks: Private health insurance
* Agreement with GymForLess.
* "Flexible compensation plan" to help you diversify and increase the net salary such as Ticket Restaurant, Ticket Transport and Bonus for Nursery
* Yoga
* Free Spanish classes.

-This position requires you to be based in Barcelona. We can help with relocation from anywhere in the world

-English is the official language at the office

TravelPerk is an equal opportunity employer: All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.