Team Lead

Há 1 mês

Lisboa, Portugal Catawiki Tempo inteiro

Who we are
, , the world's smallest book - at Catawiki, we come across exceptional objects such as these every day.

Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki's hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic Cars, Collectables and many more.

We've sold 10 million unique items to date and it's our mission to become the world's most popular auction destination for special objects.

We're an innovative, pioneering and fast-growing scale-up . If you think you can make a difference to our team, go ahead and apply.

About the role
As a Team Lead Customer Experience (CX), your focus will be on meeting new organizational objectives and goals and increasing our Customer Satisfaction. You will support, guide, and coach your team to ensure they perform at an optimal level, and you will use your leadership skills to inspire, motivate, and engage your team. It will be your responsibility to create a cohesive team that works together efficiently and to maximize the team's potential.

To be a successful Team Leader for Customer Experience at Catawiki, you should have a track record of leading a motivated and engaged team that delivers positive performance results in line with goals and targets. Excellent interpersonal skills are of paramount importance as you build quality relationships with your team and internal stakeholders.

What you'll do
Results and Responsibilities

Advise and coach CX Specialists on soft skills and best practices, ultimately leading to higher productivity, high-quality team performance, and improved customer satisfaction

Day to day management, including assigning tasks, monitoring incoming volumes, and adjusting schedules based on needs, absences, or shifting priorities

Manage and coach a team of CX Specialists to ensure they meet departmental and team performance targets and KPIs while delivering exceptional customer service

Handle daily escalations and cancellations for our team of CX Specialists

Tasks and Activities

Foster a culture of team engagement, recognizing and celebrating team members' achievements, and promoting collaboration and teamwork

Monitor team performance metrics and provide feedback, coaching, and support to improve individual and team performance

Develop and maintain effective customer service procedures and policies to ensure consistent quality and efficiency

Have a good understanding of reports and dashboards and be able to give strategic input on customer service operations, team performance, and customer feedback to the Team Manager

Collaborate with other teams, such as sales and product development, to ensure that customer feedback is incorporated into business strategies and product development plans

Have 1:1 meetings on a regular basis, conduct performance appraisals (mid-year and end-of-year), and hold stand-ups with your direct reports

Respond to customer inquiries and complaints, providing timely and accurate resolutions to issues and ensuring that customer needs are met

Manage and monitor ticket queues and volumes for optimal efficiency and productivity.

Support the Team Manager with managing SLAs and implementing new tools, processes, and procedures

Report to the CX Team Manager and serve as a backup in case of short-term absence

What you'll bring

At least 1 year of experience in customer support teams , including managing a team of at least 10 specialists

A balanced leader with a passion for inspiring, motivating, and engaging a team

Fluency in English (additional languages are a plus)

Proven experience with KPIs and OGSM

Strong stakeholder management skills and expertise

Ability to prioritize tasks effectively and address ad hoc situations

Relevant experience or a strong interest in identifying and implementing improvements, new processes, and tools

Based in Lisbon, Portugal

Regular office attendance is required to support your team

Full-time availability (40 hours per week) is needed, including working every weekend (with weekend work being remote)

Here's what we can offer you
This is your chance to join our mission to fulfill people's passions as part of a young and dynamic organization. You'll be part of an enthusiastic, highly motivated team of 800+ Catawikians.

Additionally, you can expect:

A challenging role in a diverse, international and fast-growing organisation with over 50 nationalities.

Regular fun activities both on and offline e.g summer parties, boat rides and regular team events.

Great secondary benefits including a holiday allowance and a fantastic pension plan paid for by Catawiki.

Hybrid ways of working between home and office. We offer remote and activity-based working, suited to the team and individual responsibilities

We care about our teams' wellbeing and offer a holistic wellbeing programme including our Employee Assistance Programme offering clinical services, single-session therapy, wellness support and more.

Tailored learning and development opportunities to support your personal and professional growth;

We want to help you celebrate special occasions in life by:

Provide employees with a 100 EURO Catavoucher upon joining and 50 EURO birthday Catavouchers;

Extra days of annual leave for work anniversaries at 3, 5, 8 and 10 years;

Additional leave allowances for important life events such as moving, engagement & marriage;

Each year Catawikians get an additional day's leave to Pursue their Passion

Please note that our benefits offering changes depending on which country you are employed in. For our country-specific offering please ask your recruiter.

Our commitment to you
Catawiki's eclectic team represents an international and intergenerational mix of people from different professional and cultural backgrounds. We foster an inclusive and queer-friendly work environment, committed to making every Catawikian feel welcomed and empowered. Whatever your story, we encourage you to bring your unique perspective to the table.

Catawiki stands with Ukraine and encourages people displaced by the current conflict to apply. In addition to the several initiatives we've launched, we're open to ideas on ways we can continue to support the humanitarian effort.

Our offices and way of working
We have sensational offices in Amsterdam, Paris and Lisbon. Most of our employees are within commutable distance of one of our office locations and enjoy a hybrid work model. This means we expect you to be in the office 2 out of 5 days, roughly 40% of your working time, to collaborate and connect with each other. The exception is of course, if the job description specifically states that the role is 100% remote, as some experts and sales positions are.

Interested?
Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to .

If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

#J-18808-Ljbffr

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