Customer Satisfaction Supervisor - Madrid | (QT848)

Customer Satisfaction Supervisor - Madrid | (QT848)

03 nov

03 nov



Are you interested in languages, education and technology and want to work in one of the world's best EdTech startups? Then join us and be part of an ambitious and talented team that revolutionises how we learn languages.

About Us

Busuu is the app that makes learning a language easier for everyone and proves that learning a language doesn’t have to be done in a classroom.

We are the world's largest language learning community with over 100 million users in 190 countries, growing at up to 30,000 new users per day. We make learning a language easy by combining AI-powered courses with instant feedback from our global community of native speakers and live tutoring from qualified teachers across the world.

If you are passionate about languages, want to work with smart, creative, energetic people and possess the initiative, confidence and good judgement to make independent decisions every day - then you are probably the perfect addition for our growing team.

What does a Customer Satisfaction Supervisor do at Busuu?

As a Customer Satisfaction Supervisor, you will have responsibility of up to 6 Advisors; supporting, coaching, training and helping and leading them in their day to day activities. Your main priority will always be focused on positive customer outcomes through coaching and development of frontline staff informed by ongoing QA activities alongside weekly one to ones.

You will continuously ensure individuals within your team and indeed across the entire department, operate within the required target parameters identifying performance or customer risks as they occur or where possible to project. As a CS Supervisor you will be empowered to handle escalations within set parameters and liaise with supporting squads.

You will own our processes and procedures and our Help Centre.

What we’re looking for in a Customer Satisfaction Supervisor :

- Minimum 2 years experience leading a multi channel and multi language support team.

- Proficient knowledge of customer service tools, e.g. Zendesk

- Managed different customer service channels, e.g. email, social media, phone.

- Familiar with payment platforms (PayPal, Adyen, Stripe, Braintree, etc).

- Team player and someone who enjoys working with other people.

- A leader and not a boss

- Accurate planning capability of own time as well as workflow for CS Department, allocating resources effectively whilst signing off with CS Manager.

- Able to think beyond and outside the status quo. Ability to apply a constant approach of; ‘if it doesn’t work, fix it’

- Fluent in English and at least one other language.

Due to the nature of the role, current role requires the following working hours:

- Monday - 12pm to 9pm

- Tuesday - 12pm to 9pm

- Wednesday - 12pm to 9pm

- Saturday and Sunday - 12pm to 9pm

We are constantly reviewing government guidelines and adapting accordingly to accommodate the physical and mental wellbeing of our employees. In the current global climate, some of our team events are virtual and some of our benefits have been amended.

In Return We Will Ensure That You Have

- Working from office is available as an option while following strict social distancing

- Private health insurance

- Company team events, virtual socials, and other activities

- Training budget, so you can learn more in your field, attend conferences and events that you find interesting

- Weekly virtual yoga

- Flexible working hours

- Enhanced maternity and paternity leave

- Well-equipped offices with free breakfast, plenty of snacks, fresh fruit and free dinner of your choice if you need to stay late

What Happens Next

We aim to have a simple and speedy hiring process and we want to make sure that we are right for you as much as the other way around. The hiring process consists of the following steps:

- CV application review - We will review it as quickly as possible

- Let’s chat - Quick chat with our recruiter about your experience and the role

- Test - 60 minute task at home to show off your skills

- A video call - 40-minute call with the hiring manager

- Interview - 1 hour interview to meet the team

Our platform is for everyone, and so is our workplace. We pride ourselves on embracing our differences, whether they're cultural, racial, religious or otherwise. This means each one of us comes to work knowing that we have a voice – and a safe, judgement-free zone to speak freely.

If you like the sound of that, join us. We'd love to hear what you have to say.

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