Team Lead Customer Experience

Summary

Join Localyze's dynamic team as a German Customer Experience Team Lead, where you'll guide and oversee a dedicated support team, ensuring top-notch talent support and high customer satisfaction. You will be responsible for managing team performance, handling customer escalations, mentoring team members, and collaborating with internal stakeholders. The ideal candidate possesses over two years of experience as a Team Lead in a B2B SaaS customer experience/support role, exceptional leadership skills, and fluency in German and English. Localyze offers a remote work setup, statutory healthcare coverage, a market-related salary with employee stock options, an annual learning & development budget, and a work-life balance with mental health support. The company values diversity and inclusion and encourages applications from all backgrounds.

Requirements

• A proven track record with over 2 years of experience as a Team Lead in a B2B SaaS customer experience/support role or a related field
• Exceptional leadership skills, capable of cultivating high-performing teams
• The ability to foster team cohesion, engagement, and retention through effective bonding and interaction
• A role model's attitude, radiating positivity throughout the team
• Proficiency in workforce planning, tooling, and resource allocation
• A data-driven mindset, harnessing insights to drive continuous performance improvements
• A strong sense of empathy, extending both to your team members and our valuable talents/customers
• The agility to swiftly comprehend challenges and craft creative real-time solutions, even in high-pressure situations
• Prior experience in a fast-paced environment, ideally within a startup context with a support organisation
• Fluency in both German and English, complemented by excellent communication skills, both written and verbal

Responsibilities

• Ensuring Key CX KPIs
• Take ownership of your team's performance metrics, including CSATs, efficiency, quality, customer satisfaction, and other KPIs, consistently surpassing set benchmarks
• Continuously monitor adherence to KPI benchmarks and performance manage team members who are not meeting KPI goals
• Handle customer complaints and escalations in association to KPIs and CX satisfaction not being met, ensuring swift issue resolution to maintain high customer satisfaction levels
• People Management
• Lead, motivate and develop the team to achieve the company goals and to perform to their full potential in serving our customers
• Mentor and coach team members to elevate their skills and performance, conducting regular employee feedback sessions and jour fixe to provide guidance and support
• Efficiently manage the team's workload and schedule to ensure optimal resource utilisation and coverage
• In case of capacity issues, help the team triage efficiently and make sure core processes and tasks remain covered
• Cross-functional Collaboration
• Forge strong partnerships with internal stakeholders, such as Sales & Customer Success, to ensure that our support organisation aligns seamlessly with the business’ needs
• Strategy & Processes
• Proactively identify areas for improvement in our customer support processes and recommend actionable solutions to enhance customer outcomes

Preferred Qualifications

A bonus if you have previous experience in HR tech or global mobility companies

Benefits

• Inclusion in our passionate and globally diverse team, where three female founders lead the way, with over 55% female Localitos
• A Macbook for your remote work setup, allowing you to work from Germany, Ireland, Portugal, Spain, or the UK
• Statutory healthcare coverage and enticing perks
• A market-related salary, inclusive of employee stock options
• An annual learning & development budget to continuously expand your knowledge
• A work-life balance with access to mental health support, featuring eight 1:1 coaching/counseling sessions annually, plus unlimited access to courses, digital resources, and roundtable discussions
• Paid time off and parental leave, along with an extra day of celebration!
• Participation in company-wide events and international retreats
• No Office, No Borders : Embrace the freedom to work from anywhere within our entities in Germany, Portugal, Spain, or the UK. Plus, make the most of Workations !
• Craft Your Workspace : Create your ideal workspace with our annual LocaBoost allowance, you can kit out your home office or put it towards a local coworking space – the choice is yours
• Equity for All : We believe in shared success. Join us, and not only become part of the Localyze team, but also an integral stakeholder in our growth with an attractive equity plan
• Grow With Purpose : Fuel your growth mindset with an annual learning & development budget. We're invested in your career journey
• Wellness Boost : Balancing work and life is an art, and we're here to support you. Enjoy a monthly wellness stipend to be spent flexibly, plus access to OpenUp for 1:1 coaching sessions, unlimited courses, digital resources, and roundtable discussions
• Out of the ‘Virtual’ Office : Enjoy 28 days of paid time off, plus local public holidays, and here's a little extra – an additional celebratory day off just for you!
• Family First : Welcoming a new family member? Take the time you need with parental leave to bond and cherish those precious moments
• Globetrotter Gatherings : Keep the team spirit high with not one but two team meetups per year. And wait for it – an annual international company-wide retreat. Picture this: Portugal in 2022, Italy in 2023, Latvia in 2024 – and who knows where next?