TEAM LEADER CUSTOMER SERVICE

Are you ready to lead a passionate team in driving customer service? At edrone, we're seeking a Customer Service Team Leader to lead our efforts in ensuring customer satisfaction and assistance in the shortest possible time. If you have experience in building long-term relationships with customers, are skilled in multi-channel communication, passionate about providing solutions that inspire and empower, and have a record in people management, then this position is for you.

Our product: 

We are an AI-based e-CRM dedicated to e-Commerce companies to comprehensively support their operations and build relationships with their customers. We believe that the future belongs to technology companies, not commerce companies. We continuously deliver breakthrough technologies, used by giants, to companies of all sizes.

We provide advanced Marketing Automation solutions, based on our algorithms, that are easy to install (Plug'n'Play). Our goal is to help you understand customer behavior (Customer Intelligence) and engage them (Marketing Automation) with a comprehensive e-commerce marketing cloud.

Sounds interesting? Keep reading!

What we can offer you:

• Joining a fantastic team, full of passion for building customer relationships and tools to support your development in this field
• Work with large eCommerce companies from Brazil
• Flat organizational structure, high decision-making and real impact on how the company you work for looks like - your opinion is important to us!
• Working in our office in São José dos Campos-SP in a hybrid work model
• Competitive salary (4,5k)

Benefits:

• Food voucher; 
• Transportation voucher;
• Gympass for you and your family;
• Health and dental insurance;
• English lessons;
• Gift on your birthday;
• Personal counseling with Mindgram including the option of participating in free psychotherapeutic visits;

What your typical day will look like:

• Ensuring high customer satisfaction through all channels, offering a clear, humanized and objective service
• Responsable of management two lines of service:
  • First line: ensure the quality of responses, conduct initial verification of requests, collect detailed customer information, and create comprehensive tasks for Line II
  • Line II: Ensure in-depth verification of the request, promptly identifying the issue, resolving it, or escalating it to IT department as needed
• Managing a team of 4-7 members in the Customer Service department, providing professional leadership and support to each team member 
• Maintaining target metrics for service quality, such as first response time, average response time, and CSAT (Customer Satisfaction) score
• Continuous optimization of departmental work, implementing new processes, and regularly updating existing processes and instructions 
• Proactively seeking new solutions and process improvements
• Collecting feedback from customers and taking actions based on it
• Gathering demand for new functionalities from customers 
• Keeping our help center supplied with updated articles and materials
• Managing customer inquiries and errors, forwarding to IT department thought bug jiras and follow time of resolutions, impact and quality
• Managing testing of new edrone functionalities 
• Collaborating with other teams to ensure high-quality customer service 
• Build relationships with leaders from Poland and Brazil 
• Reporting to the Team Manager on actions taken within the team and collaboration with employees.
• Searching for external references on customer service, filtering the best practices and applying them in our work routine.

This role will be perfect for you if:

• English language proficiency at minimum B2 level (spoken and written)
• You have experience and enjoy working with customers and building relationships with them is your second nature
• You're not afraid of new challenges, and your energy and proactive attitude make no task scary for you!
• There's a lot going on in our company, so if you work well under time pressure while remaining calm and efficient, we'll definitely get along!
• You are able to act independently and are not afraid to take responsibility for your actions - ownership is the key to success for us!
• Continuous development and qualification are an integral part of your life - we want you to be able to grow with us every day!
• Your strengths include knowledge of marketing basics or an interest in eCommerce, and the world of trends and innovation is a natural fit for you 

We additionally appreciate if:

• You have previous experience in eCommerce or marketing - if you don't have it, nothing lost!
• Previous experience in Customer Care area as TL or Senior position
• You have previous experience with B2B customers

What the recruitment process looks like:

• Filling out the recruitment form and attaching your resume
• A short online interview with recruiter - Flavia Loureiro, during which we will want to get to know you a little better!
• In-office conversation with Customer Care Manager in Brazil - Ana Luiza Zaroni
• Online interview with our CCO Wioleta Jednaka
• Decision on the offer and welcome on board!