Team Manager

1 semana atrás

Colômbia, Brasil Headx Tempo inteiro

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The Opportunity:
We are seeking a highly skilled and proactive Team Manager to join our world-class Customer Experience (CX) team. This is a critical role responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction, and continuously enhancing our phone support processes. We are looking for a self-managed leader who is passionate about customer satisfaction and fostering a culture of excellence.
In the last 2 years, we've grown this brand from $0 to multi-8-figure revenue and now need a driven and knowledgeable leader to join us in taking our customer experience to the next level.
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So, What Should You Expect if You Join Us
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One of the world's fastest-growing and most innovative DTC brands (we've hit multiple 8-figure revenues in 2 years.)
Highly experienced founders team (multiple successful projects, with over $700M+ in collective experience).
Great self-improvement-driven culture of top A-players in their respective fields. Think of us as a Major League sports team.
We're here to perform and have a great time while doing it.
We push each other to become better versions of ourselves. 100% remote and micromanagement-free. Because if we need to micromanage you, this is not a place for you.
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Job Responsibilities
:
Operational Excellence:
Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
Quality Assurance:
Implementing robust quality control processes to maintain high service standards and identify areas for improvement.
Process building:
Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience.
Team Leadership:
Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
Training:
Be the main point of contact for developing & training new joiners for the role.
Documentation & Reporting:
Document all team activities and outcomes to maintain clear records and identify trends.
Feedback Loop:
Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.
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Core Skills and Competencies
:
Exceptional Verbal and Written Communication in English
Emotional Intelligence and Empathy
Critical Thinking and Problem-Solving Mindset
Proficiency with Customer Service Tools and Analytics Platforms
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Your Experience:
2+ years in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.
Proven track record of improving and maintaining high service levels and customer satisfaction.
Proficiency with customer service tools, analytics platforms, and quality assurance systems is a must.
Preference for candidates with experience in the US e-commerce market.
Outstanding command of the English language, both written and spoken.

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