Customer Experience Team Leader

2 semanas atrás

Lisboa, Portugal Hibob Tempo inteiro

**About Hibob**

Hibob is a vibrant, dynamic, happy place to work at. A start-up with an amazing culture, and bright and resourceful people in several locations all around the globe. It is a cloud-based people management solution. The platform ‘bob’ brings work to life. bob offers a beautiful way for employees to show their true colors and connect with each other - putting a sense of belonging at the heart of any company culture
- Disruptive SaaS Organisation
- Series C funded $274 M
- Offices in New York, London, Tel-Aviv, Portugal, Amsterdam, and Australia

**Position Summary**

Hibob is seeking an experienced Customer Experience Team Leader to join the global customer success team. The Team Leader of Customer Experience is responsible for ensuring top-quality solutions that exceed customer expectations and satisfaction.

Learn more about the CS Department in the following link.

**What will you do?**
- Provide best in class support to our customers
- Drive the department, milestones & KPI for your site
- Lead cross-functional meetings with relevant departments.
- Deep analytical skills and know-how to use KPIs to streamline processes and communicate across teams.
- Build and sustain productive relationships with internal stakeholders and collaborate to continually improve the customer support experience
- Handle customer escalations, complex, and ongoing problem situations.
- Manage communication with cross-organization functions.
- Promote and enforce support procedures and processes.
- Setup and lead offshore first line support team
- Responsible for handling customer requests and escalations
- Be a knowledge source for the team
- Supporting and consulting team when needed

**Requirements**:

- 2+ years of experience in Customer Support leadership roles from B2B SaaS companies.
- Experience in leading a growing Support team in an exciting and fast-paced environment.
- Strong client-facing and communication skills
- Great communications skills and leadership, managerial skills.
- Team player
- Ability to work as part of the company-wide department.

**Learn about our** hybrid working model**

**Why work with us**

**At Hibob we are committed to creating an excellent employee experience. Our employees, culture, and additional benefits all make Bob a great place to work, come join us We offer a competitive compensation package that includes salary, benefits, and pre-IPO equity. We have a fun office in Lisbon, located in the central business district, including a fantastic rooftop.**
- Competitive compensation
- Company share options plan
- Health Insurance for you and your kids
- We have a flexible hybrid working model
- Work from home allowance
- to get your home office set up
- 2 Social Impact days per year for volunteering
- Awesome employee referral program
- $2,500 for each successful referral with an additional ambassador programme
- Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
- Fun company and team social events (locally and virtually with our global teams)
- Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter

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