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Team Lead Customer Care - US Market (f/m/d)
Customer Care
Barcelona, ES
We love our customers and we speak their language. Our Customer Care Team is fluent in more than 15 languages, supporting customers in over 130 countries, 24 hours a day, 7 days a week.
We are currently searching for a full-time Team Lead Customer Care - US Market (f/m/d), based in our Barcelona office.
The role holder will be responsible for a team dedicated to supporting our customers in the fast-growing US Market.
The training hours for this position will be Monday-Friday, 9am-6pm CET, while the positions hours will be Monday-Friday 3pm-12am CET.
YOUR RESPONSIBILITIES:
- Manage day-to-day operations for one of our in-house customer care teams
- Provide the best in class customer service
- Setting personal objectives, targets, and guidelines for team members
- Bi-annual team reviews
- Ensure the implementation of coaching and training programs
- Supporting each team member in their personal and professional growth
- Contribute to continuous improvement of our internal processes to strive for an excellent customer experience, on every occasion
- Coordinate with cross-functional teams including payment, customs, warehouse, and shipping to troubleshoot product/customer related issues
YOUR QUALIFICATIONS:
- Excellent verbal and written knowledge of English at the native level; additional languages are a plus
- Profound experience and passion for customer service, ideally gained in the e-commerce sector
- Experience in team management and a strong sense of teamwork
- Understanding the specificities of customer service in English-speaking countries
- Problem-solving, decision making, and advocating for our customers
- Solid working knowledge of Windows PC, MS Office, and experience with ticketing systems preferred
- Dealing with sensitive customer data
- Pro-active, organized, and the ability to work under time pressure are essential
- Flexible attitude and positive approach to change
OUR BENEFITS:
- Private health insurance plan
- Ticket Restaurant
- Ticket Transport
- Ticket Guardería
- Language Classes
- E-Learning courses
- Employee discount on Mytheresa.com
- Corporate benefits
- Subsidized gym membership
- 28 days annual leave (excluding bank holidays)
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