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Customer Experience Lead

extra holidays
Remote: 
Full Remote
Contract: 
Freelance
Experience: 
Mid-level (2-5 years)
Work from: 
India, Philippines, Colombia

Offer summary

Qualifications:

Bachelor's degree or equivalent experience in business, marketing, or related field., 2+ years relevant leadership experience in customer success or service..

Key responsabilities:

  • Coach and develop the CES team.
  • Monitor day-to-day operations and engage with customer interactions.

Spreetail logo
Spreetail Retail (Super / Hypermarket) Large https://www.spreetail.com/
1001 - 5000 Employees
About Spreetail
At Spreetail, we strive to be your full-service ecommerce accelerator. Our mission is to propel brands to increase their ecommerce market share across the globe while improving their operational costs.Buy. Sell. Ship. Grow.1. Our team of experts purchase products from top brands.2. We list that product on major marketplaces like Amazon, Walmart, Target, and eBay, and implement effective marketing and advertising strategies to drive sales.3. With our home-grown software and 7 fulfillment centers with next-day shipping coverage to 80% of the US population, we provide unparalleled value to our partners and delight millions of customers with fast and reliable order fulfillment.4. We accelerate your ecommerce growth with strategic, data-based decisions custom to your unique performance and trends across the web.
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Job description

Spreetail propels brands to increase their ecommerce market share across the globe while improving their operational costs. Learn how we are building one of the fastest-growing ecommerce companies in history: www.spreetail.com.  


The CE Leadership Team strives to deliver best-in-class results at Spreetail by leading with integrity, fairness, and humility. To accomplish this, we understand that setting clear expectations and delivering authentic communication are key. Through modeling a respectful, enthusiastic, and professional environment we aim to deliver focused and effective coaching that helps the Customer Experience Specialist (CES) Team deliver on our commitments to Spreetail and Spreetail’s Brand Partners. 

How you will achieve success:
  • Coaching and development of the CES team, the fostering of behaviors and culture that lead to success, and the effective management of team performance.
  • Engage with, monitor, and periodically directly participate in the day-to-day operations of the Customer Experience organization to ensure our team is providing accurate and efficient customer service.
  • Driving effective decision-making and ensuring your team is approaching customer interactions with a financially responsible mindset to protect profitability while delivering best-in-class customer support.
  • Scoring, analysis, and coaching of team members using data from Quality Assurance, Marketplace Feedback, and Contact Evaluation sources.
  • Responsible for ensuring accountability across a range of activities and processes while also standing ready to serve as a support resource in a variety of capacities.   

    • What experiences will help you in this role:
  • Bachelor’s degree or equivalent experience in business, marketing, or other related field.  
  • 2+ years relevant leadership experience in a customer success, service, team engagement and management. 
  • Outstanding communication and relationship building skills.   
  • Ability to be successful in an emerging role and department with strong ability to define and establish new process.   
  • Data driven mentality with the ability to transform findings into actionable results.   
    • This is a remote position and requires candidates to have an available work-from-home setup
    Desktop/Laptop system requirements:
    - 4th generation or higher, at least Intel i3 or equivalent processor;
    - at least 4GB RAM;
    - Windows 10 and above or MAC OSX operating system 
    - You are required to provide your own dual monitors
    A strong and stable internet connection (A DSL, cable or fiber wired internet service with 10 Mbps plan or higher for primary connection)
    PC Headset
    A high-definition (HD) external or integrated webcam with at least 720p resolution.

    #LI-Remote

    Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Industry :
    Retail (Super / Hypermarket)
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Data AnalysisProcess DevelopmentCustomer Success Management

    Other Skills

    • Customer Service
    • Team Management
    • Coaching
    • Relationship Building
    • Communication
    • Decision Making
    • Problem Solving
    Are you interested?

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