Customer Experience Lead

Summary

Join Trafilea, a dynamic Tech E-commerce Group, as a Customer Experience Team Leader for our Apparel store. This role centers on enhancing the customer shopping experience and representing customer interests in all business decisions. You will leverage customer feedback and insights to drive improvements. Trafilea offers a remote-first approach, fostering a culture of collaboration, innovation, and continuous learning. We invest in our people, providing support and development opportunities. We've been recognized by Forbes and FlexJobs as a Top 25 Company for Remote Workers. Apply now!

Requirements

• 2+ years of experience in the same role
• Strong grasp of the English language, including spoken and written
• Good problem-solving skills and confidence when facing challenges
• Continuous learning and growth mindset
• Good interpersonal & communication skills; positive work attitude
• Good analytical and problem-solving skills
• A responsible team player who works well with others

Responsibilities

• Lead and manage team leaders and members, with different scopes and lead indicators to monitor
• Improve the shopping experience for our customers
• Represent customer interests in all business decisions by emphasizing the importance of customer feedback and insights ( Voice of the Customers )
• Ensure excellence in customer experience
• Have the right follow-up and monitoring of action items and KPIs
• Make good decisions independently
• Resolve conflicts and make decisions
• Manage crises and integrate customer feedback

Benefits

• Collaborate with world-class talents in a data-driven, dynamic, energetic work environment
• Opportunity to grow and develop both professionally and personally
• Safe space to be who you truly are, with a commitment to diversity, equity, and inclusion
• Openness to new ideas and initiatives
• Great benefits package including remote work, 15 working days of paid holidays, Learning subsidy, and more!