Customer Experience Lead

Summary

Join Spreetail's Customer Experience Leadership Team as a leader who fosters a positive and productive work environment. You will coach and develop the Customer Experience Specialist (CES) team, ensuring high-quality customer service and financial responsibility. This role involves monitoring daily operations, analyzing performance data, and driving effective decision-making. Success requires strong leadership experience, excellent communication skills, and a data-driven approach. The position is remote, requiring a suitable home workspace setup meeting specified technical requirements. Spreetail empowers brands to increase their ecommerce market share globally while improving operational costs.

Requirements

• Hold a Bachelor’s degree or equivalent experience in business, marketing, or other related field
• Have 2+ years of relevant leadership experience in customer success, service, team engagement, and management
• Possess outstanding communication and relationship-building skills
• Be able to succeed in an emerging role and department with a strong ability to define and establish new processes
• Have a data-driven mentality with the ability to transform findings into actionable results
• Have an available work-from-home setup
• Provide your own dual monitors
• Have a 4th generation or higher, at least Intel i3 or equivalent processor; at least 4GB RAM; Windows 10 and above or MAC OSX operating system
• Have a strong and stable internet connection (A DSL, cable or fiber wired internet service with 10 Mbps plan or higher for primary connection)
• Have a PC Headset
• Have a high-definition (HD) external or integrated webcam with at least 720p resolution

Responsibilities

• Coach and develop the CES team, fostering behaviors and culture that lead to success, and effectively manage team performance
• Engage with, monitor, and periodically directly participate in the day-to-day operations of the Customer Experience organization to ensure the team provides accurate and efficient customer service
• Drive effective decision-making and ensure your team approaches customer interactions with a financially responsible mindset to protect profitability while delivering best-in-class customer support
• Score, analyze, and coach team members using data from Quality Assurance, Marketplace Feedback, and Contact Evaluation sources
• Ensure accountability across a range of activities and processes while also standing ready to serve as a support resource in a variety of capacities