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Head of Customer Service with Mate.Bike

    • Location

      Flexible

    • Employment type

      Freelance/Temporary

    • Level

      Manager

  • Expertise
    • Customer Service Management
    • Customer Service Operations
    • Customer Service Training
    • Customer Support

Summary

A cutting-edge lifestyle company is experiencing rapid growth, so they are looking for a Head of Customer Service. They are a small team of dedicated people with the drive and willpower to take this company to the next level...and beyond. Apply to join them in their exciting adventure!

More information

Skills & Experience

Customer Service Management

(Advanced)

Customer Service Operations

(Advanced)

Customer Service Training

(Advanced)

Customer Support

(Advanced)

Gmail

(Advanced)

Office 365

(Advanced)

Team Management

(Advanced)

Languages

English

(Fluent)

Job Description

About the position
As the Head of Customer Service, you will be managing our front-line correspondents, making sure that our
customer service always delivers outstanding support.
• Responsibilities of the team leader include daily frontline interaction with our customers
through email. Help with everything from orders to simple technical questions - and everything
in between. Test and implement interactions through chat and phone.
• Monitoring/managing / improving our Trustpilot page and raising customer satisfaction levels.
• Performing daily ticket trendspotting, ticket quality audit and looking for active solutions.
• Develop and manage customer service agents by monitoring productivity, quality and
adherence using KPIs. Creating reports to represent customer service efficiency to the
company.
• Communicating with Logistics, Supply chain, E-commerce, Finance and other departments in
order to improve CS workflow and align the processes.
• Suggesting new procedures and creating SOPs to improve customer service workflow.
• Advising agents on complicated cases and resolving escalated customer issues.
• Onboarding new team members, advising less experienced agents.

We seek the following qualifications:
• Experience delivering excellent customer service, both verbally and written.
• Experience in Customer Support Team leader position is a PLUS
• Critical thinking, ability to make decisions independently, responsibility to coordinate decisions
with all departments.
• English proficiency (additional languages a PLUS)
• Basic skills in Word, Excel, and G-mail
• Experience in working with Customer Relationship Management systems preferably Zendesk
• SoMe (social media) savvy is a plus.
• Willingness to learn, combined with a strong can-do start-up attitude
• Able to perform under pressure and find ways how to motivate the team.
The Company offers:
• A fun, dynamic, working environment
• A safe, open environment for voicing ideas/thoughts
• Remote work possible 

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