Head of Customer Service

The Head of Curstomer Service supports the Customer Service Director on leading and shaping the end to end Customer Service Experience across our company. In collaboration with the Customer Service Director, this role will help to define and shape all Customer Service processes across all the markets we operate and consider all our projects. Key Responsibilities:Support the Customer Service Director in the following tasks:Improve our customer service engagement and satisfaction in collaboration with the team and using technological tools. Ensure the team is working efficiently, according to the business needs and following our procedures and policies. Take ownership of customers' issues and follow problems through to resolution. Keep accurate records and document customer service actions and discussions. Strategically lead and develop the team to enhance performance by setting clear accountable performance measures and goals. Promote an environment that encourages maximum productivity and service effectiveness, personal growth and development, open communication and teamworkCoordinate the operation on a daily basis, providing timely, accurate and rigorous responses to the team. Analyze statistics and compile accurate reports. ensure that the data is reliable and that timely decisions can be made based on itCollaboration with HR to establish recruitment and development needs, as well as performance reviews and follow ups. Control technological, financial and human resources and utilize assets to achieve qualitative and quantitative targetsKeep ahead of industry’s developments and apply best practices to areas of improvement RequirementsRequirementsHigh level of English and Spanish. At least 2 years in a similar role. Background in Call Center will be highly valued. Customer Service oriented, good knowledge of Excel, Customer Service software, databases and tools (AI tools will be a plus). Great verbal and written communication skills, as well as strong collaborative work style. Strong analytical capability and attention to detail and strategic vision, used to anticipate needs and demands within our department. Provable experience in multicultural and remote team leadership; also accustomed to lead and prioritize according to the business needs. BenefitsWHY SHOULD YOU JOIN US? Growth and career developmentAt Leadtech, we prioritize your growth. Enjoy a flexible career path with personalized internal training and an annual budget for external learning opportunities. Work-Life balanceBenefit from a flexible schedule with flextime (7 - 9:30 a.m. start, 3:30 - 6 p.m. end) and the option of working full remote or from our Barcelona office. Enjoy free Friday afternoons with a 7-hour workday, plus a 35-hour workweek in July and August so you can savor summer! Comprehensive benefitsCompetitive salary, full-time permanent contract, and top-tier private health insurance (including dental and psychological services).25 days of vacation plus your birthday off, with flexible vacation options—no blackout days! Unique PerksIf you wish to come, in our office in Barcelona you’ll find it coplete with free coffee, fresh fruit, snacks, a game room, and a rooftop terrace with stunning Mediterranean views. Additional benefits include ticket restaurant and nursery vouchers, paid directly from your gross salary. Join us in an environment where you’re free to innovate, learn, and grow alongside passionate professionals. At Leadtech, you’ll tackle exciting challenges and be part of a vibrant team dedicated to delivering exceptional user experiencesEqual Employment Opportunity Employer:Leadtech is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, and/or disabilities. All we need is your high energy, skills, and willingness to be a part of a great project! LocationYou'll have the flexibility to choose whether you'd like to come to the office every day, from time to time, or work fully remote. We want you to find the best combination for you. If you prefer to be surrounded with amazing people, our exceptional office is in Barcelona’s Blue Building, located right on the city's seafront. Besides our stunning views, you’ll enjoy our office perks such as free fruit, snacks, and coffee and you’ll also be able to take part in our Mario Kart and table tennis competitions. The personal data you provide will be processed in order to manage your candidacy for the corporate selection processes that fit your profile. If you wish, you can exercise your rights of access, rectification or cancellation by writing to our address (Avenida Litoral, 12-14, 5ta planta. Barcelona. 08005) or to the email address [email protected], attaching to your request a document that can validate your identity. Leadtech is an Equal Employment Opportunity (EEO) Employer, which means we encourage applications from people with different backgrounds, interests, and personal circumstances. Our team welcomes applicants regardless of their race, gender, age, religion, nationality, sexual orientation, gender identity, gender expressión and/or disabilities. All we need is your high energy, skills, and willingness to be a part of a great project! Originally posted on Himalayas Apply To this Job