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VP of Customer Care

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A fast-growing, well-funded startup based in Barcelona is looking for a VP of Customer Care to guarantee that the company delivers a outstanding customer experience while achieving extremely ambitious growth goals. 

Reporting to the CMO of the company, the VP of Customer Success will responsible for the following:

* Managing a team of +150 customer care agents.
* Improving processes to guarantee a great level of automation and reliability.
* Provide strategic and operational leadership to manage budgets, SLAs, and to promote continuous improvement in the team.

Skills and Experience required:

* Have scaled a Customer Service team as the leader of the team. Ideally from 100s to 1000s.
* Proven experience going above and beyond to provide an amazing service that delights customers.
* Proven experience designing and implementing Customer Service plan to help support the scale of a high growth company.
* Strong Analytical skills to be able to report on the results and spot areas for improvements.
* Experience in managing Customer Service in-house as well as outsourced
* 7+ years related leadership experience in a 24x7 customer service/contact center environment.

Extra points for:

* Startup environment experience.
* Travel and/or e-commerce environment experience.

What you need to have:

* Capability to embrace a fast pace and high pressure for a long period of time.
* An empathetic leader with a desire to build a world-class Customer Service organization within the constraints of a responsibly managed business.
* Strong process orientation, experience rolling out processes and programs
* Willingness to listen carefully, explore new ideas, and coach.
* Willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it.
* Data-driven when it come to making decisions.