Customer Success Inbound Team Leader

Summary

Join Booksy's dynamic team as a Customer Success Inbound Team Leader! Lead and inspire your team to provide exceptional service, ensuring timely resolution of customer inquiries and exceeding KPIs. You will drive team performance, foster a culture of excellence, and prioritize customer satisfaction. This role offers the opportunity to make a significant impact and lead a team to success. The position requires a minimum of 3 years of inbound customer service experience and 2 years of team management experience. Booksy offers flexible working hours, remote work options, and a welcoming team environment.

Requirements

• Minimum 3 years of experience in inbound customer service
• Minimum 2 years of experience in team management
• Familiarity with customer service metrics and tools
• Ability to work independently and take on challenges
• Proficiency in English at a min. of B2 level
• Strong knowledge of Windows, Mac, iOS, Android, ChromeOS systems, web browsers, and MS Office/G Suite

Responsibilities

• Set and evaluate team members' goals
• Analyze the achievement of KPIs and other metrics and discuss them with team members
• Prepare analyses and presentations of results
• Report results, team status, and atmosphere to superiors
• Organize team work
• Recruit team members
• Check the correctness of tasks completed by the team
• Monitor adherence to established work standards
• Continuously monitor customer contacts handled by the team
• Support the team in resolving current customer issues
• Develop employees' competencies related to their roles
• Motivate team members
• Maintain up-to-date knowledge of Booksy's offerings, products, and processes in their area
• Report ideas and identify irregularities in Booksy Biz and Booksy for Clients according to established procedures
• Report ideas and identify irregularities and gaps in processes to supervisors
• Participate in the onboarding process of new employees
• Participate in Customer Success-related projects
• Propose, review, and change Customer Success processes
• Review training programs

Preferred Qualifications

• Experience in technical customer support
• Knowledge of Salesforce or similar tools

Benefits

• Type of contract tailored to your needs and flexible working hours
• Opportunity to work remotely or in one of our dog-friendly offices (Warsaw, Bielsko-Biała)
• Work in a welcoming team which is always ready to help
• Opportunity to develop in an international environment - we have teams in 6 countries
• Private medical care
• Multisport card co-financing
• PetHelp
• Insurance plan
• Free online English classes
• A cafeteria platform