Customer Support Manager
Há 3 dias
Customer Support Manager - Social Media & Escalations Lisboa Customer Support Manager - Social Media & EscalationsLisboaLisbon, Lisbon, Portugal Who we are, , - 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- 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- growing- up . If you think you can make a difference to our team, go ahead and apply.About the roleAs the manager for the brand new CX Social Media & Escalations team, your main goal is to oversee the day to day operations of the team and ensure that key results are met to deliver outstanding customer service on Catawiki's review sites and social media platforms. We are looking for a skilled CX Social Media & Escalations Managerto take on responsibility for consumer engagement and relationship management, to enhance brand visibility and domain authority through outstanding service and communications. You will have the opportunity to build the team ground up and define the Operations support model together with the design team, and brand marketing in Catawiki. You will have the opportunity to set the vision, strategy, and to drive clear alignment with other functions on what success for this team would look like.What you'll doOperations ManagementBuild and manage a team of high performing specialists who engage with our customers on platforms such as Trustpilot, Facebook, Instagram etcEnsuring all communications are handled correctly, with swift complaints resolutions and proactive efforts to engage with customers.Manage the day to day operations of the team to ensure key metrics such as RR, CSAT, NPS, and review scores are on target.Ensure the development of strategies for both our buyer and seller customer profilesResponding to customer needs, requests, and complaints to achieve a satisfactory outcome.Researching and understanding the competition and best practices to incorporate this into the outreach strategy.Partner with CX leadership team to build social media specific policies, processes, and escalations frameworksDefine and implement processes for edge cases, viral threads, and executive escalations to mitigate brand risk and provide the highest level of customer serviceEnsure consistent quality and tone of voice for Catawiki's audience on social media and review platformsBuild and implement programs to delight our customers and turn our most frustrated users into advocatesIdentify new tools and technologies to better serve the customerUse Customer Insights and Root Cause Analytics to identify areas of improvementsKeep track of the latest industry's developments and know how to apply best practices to areas of improvementStakeholder ManagementWork with cross functional teams such as brand marketing and CRM, to ensure that we visibility on upcoming events and marketing campaignsWork with cross functional teams such as UX and Service Design to ensure Customer Centricity and Voice of the Customer programs are executedWork with CX stakeholders such as WFM to ensure forecasting and planning are in line with the marketing eventsPartner with cross functional teams to drive consistent positive Brand sentiment, tone of voice, and excellent support on social media platformsWhat you'll bring5-10 years of experience within a customer service environment5 years of experience in building and managing high performing teamsExcellent knowledge of review sites, social media community and platform best practicesExcellent stakeholder management and communicationAbility to effectively manage escalations at scale from a variety of social media platforms, such as Facebook, Instagram, LinkedIn, Twitter and review sites, such as Trustpilot or Google reviews.Ability to work independently in a- paced environmentWhere you'll beThis role can be based in Lisbon, Portugal or in the Netherlands.Here's what we can offer youThis 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- 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- based working, suited to the team and individual responsibilitiesWe care about our teams' wellbeing and offer a holistic wellbeing programme including our Employee Assistance Programme offering clinical services,- 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 PassionPlease note that our benefits offering changes depending on which country you are employed in. For our- specific offering please ask your recruiter.Our commitment to youCatawiki's eclectic team represents an international and intergenerational mix of people from different professional and cultural backgrounds. We foster an inclusive and- 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 workingWe have sensational offices in Amsterdam, Groningen, Paris and our newest office in 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.#J-18808-Ljbffr
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