- Manage & coach the Customer Care team
- Lead the Spanish Care team on a daily basis to drive performance.
- Ensure 1to1, performance reviews and other meetings with the Spanish Care Team.
- Ensure tickets review with the Spanish Care team.
- Provide coaching and support to the team when needed.
- Monitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality.
- Guarantee high responsiveness and service quality for tickets to thrive for excellence.
- Participate in tickets handling with the team and merchants calls (around 20% of your time).
- Be responsible for escalations from our merchants via calls and meetings.
- Create ad-hoc strategic planning with merchants without an
📌 Customer Care Manager (Madrid)
🏢 Jobtailor
📍 Madrid
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