Team Leader - Customer Care

About Webinterpret

Webinterpret is a leading e-commerce solution that helps facilitate cross-border trade. Its operations center is in Warsaw, Poland, and headquarters in Sophia Antipolis, France. Over the last year, Webinterpret has grown by more than 300% and it shows no signs of a slowdown.

Position

This role consists of managing a team of customer service representatives covering UK,DE,FR,IT,ES markets, creating and delivering tools and processes aiming at increasing revenue generation and revenue loss prevention as well as measuring/monitoring employee performance and providing coaching to achieve team’s revenue goals.

• Managing customer Success team and work closely with the Customer Support team
• Acting as a coach, mentor, and advisor for team members in the area of customer success/account management
• Resolves personnel matters and escalates to proper partners as needed
• Creating career paths and managing training plans in line with HR Team to ensure employee growth
• Analyzing statistics and compiling accurate reports
• Developing service procedures, policies, and standards to meet customer needs and expectations
• Representing Customer Care to internal stakeholders and external stakeholders
• Improving quality and implementing monitoring tools
• Other duties connected with job position supporting the Employer

Your qualification

We are looking for an experienced leader that will bring new ideas and values to our existing customer success team that is currently undergoing structural changes. We are on the lookout for someone with a strong interest in developing and improving processes as well as challenging the status quo. A can-do attitude is a must.

• Minimum 1+ year experience with managing a team
• Minimum 2+ years experience in customer success team or relevant role.
• Successful Success team implementation and/or proven achievements in the area of customer Success
• Proven leadership skills
• Great analytical skills and advanced commands of Excel/Google sheets
• Effective communication skills (both written and verbal)
• Excellent command of English both written and spoken (C1 minimum)
• Excellent presentation skills

Will be a plus

• Good command of any of the following languages: French, Italian or German
• Previous experience with Zendesk, Salesforce, Tableau
• Knowledge of MySQL
• Previous experience in the e-commerce industry and/or Product related environment

What we offer

• The chance to work on large-scale exciting products
• The opportunity to work as part of a dynamic, experienced, international team
• Attractive remuneration
• Long Term Incentive Plan
• Free languages courses
• Gym membership
• Premium medical insurance
• Relocation support