Customer Experience Operations Lead

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Responsibilities:

• Support real-time queue monitoring to manage volume, identify coverage gaps, and uncover opportunities for service level improvements to mitigate any impact on customers
• Triage the queue to ensure urgent and high-priority issues are addressed in a timely manner
• Handle customer escalations effectively
• Ticket handling as needed in peak times
• Perform department controls to ensure team operational efficiency
• Provide support to floor agents
• Support both new and tenured agents through shadowing, training, and regular spot checks, and provide feedback/coaching and QA
• Assist in developing agent performance plans and conducting investigations
• Conduct data analysis to understand KPI results and determine root causes
• Identify IT/system issues and raise tickets when appropriate
• Participate in ad hoc projects and tasks based on business needs
• Assist product teams with updates and new launches that impact customers and support teams

Qualifications:

• 1-3 years of experience in customer support or call centers, mentoring and supporting team members
• Experience working in marketplaces, understanding the dynamics of buyer-seller interactions, and managing customer satisfaction in a digital environment
• Experience in roles focused on maintaining platform integrity, ensuring user safety, and adhering to compliance standards and policies
• 1-3 years of involvement in projects related to customer service improvements, process optimization, or implementation of new systems and procedures
• Fluent in English, and in at least one European languages (e.g., French, Spanish, German) is required
• Previous experience using Zendesk, Slack, Confluence, WFM tools is preferred

Other Requirements:

• Effective communication skills, both verbal and written, to engage with stakeholders at all levels
• Self-motivated and capable of managing time and tasks efficiently without constant supervision
• Consistently arrives on time and meets work schedule commitments
• Demonstrates adaptability to company changes, capable of adjusting to new tasks and changing priorities swiftly and effectively