Customer Experience Lead, YEGO

• You have studied a bachelor’s or master’s degree in Business Administration, Customer Service Management, or a related field
• You have 5+ years of experience in customer support, service operations, or a similar role, including team management
• You have outstanding leadership, problem-solving, and communication skills
• You're fluent in French and Spanish

Desirable

• Leading and managing the daily operations of the customer support French team, assigning tasks and setting schedules to ensure timely responses
• Creating and updating manuals and procedures to improve efficiency and service quality
• Monitoring and analyzing key customer service metrics such as response time, resolution rates, and customer satisfaction, identifying areas for improvement
• Handling escalated or complex customer issues that require expert knowledge or additional authorization
• Providing continuous training to team members to enhance their technical, communication, and problem-solving skills
• Conducting quality audits, reviewing interactions, and implementing corrective actions when necessary
• Preparing reports on team performance and service activity for the Operations Management and Executive Committee