Location: Barcelona, Spain
Department: Customer Support/Service
Reports to: CPO
Job Overview
We are looking for a proactive and customer-focused Customer Support Manager to lead our customer support team in the restaurant sector. In this role, you will be responsible for ensuring that our restaurant partners and customers receive exceptional support and service. You will manage and improve customer support operations, ensuring efficient resolution of inquiries, enhancing customer satisfaction, and driving loyalty.
Key Responsibilities
• Lead and Manage Support Team: Oversee the day-to-day operations of the customer support team, providing guidance, coaching, and mentorship to ensure the team delivers high-quality service. Recruit, train, and manage a team of support representatives to handle customer inquiries and issues efficiently.
• Customer Service Excellence: Develop and implement strategies to improve customer service standards. Ensure timely, accurate, and professional responses to customer inquiries via phone, email, live chat, or other support channels.
• Resolve Complex Issues: Handle escalated customer issues, complaints, or complex queries that require in-depth problem-solving. Ensure customer concerns are addressed promptly and effectively, aiming for high levels of satisfaction.
• Monitor and Analyze Performance: Track key performance metrics such as response times, resolution rates, and customer satisfaction scores. Use these insights to identify trends, make data-driven decisions, and continuously improve the customer support experience.
• Collaboration Across Departments: Work closely with other departments, such as product, sales, and marketing, to address recurring customer issues and improve overall service delivery. Provide customer feedback to inform product development and service enhancements.
• Customer Feedback and Improvement: Gather customer feedback to understand pain points and areas for improvement in both support operations and the restaurant’s overall service offerings. Develop strategies to address these areas and enhance customer satisfaction.
• Develop Support Processes and Tools: Continuously refine customer support processes to streamline operations and improve efficiency. Implement and maintain support tools, including customer relationship management (CRM) systems, knowledge bases, and ticketing systems.
• Training and Development: Conduct regular training sessions for the support team to ensure they stay updated on product knowledge, service protocols, and communication best practices.
• Crisis Management: Prepare and manage customer support during peak periods or in crisis situations, such as system outages or high-demand times, ensuring minimal disruption to service.
Qualifications
• Educational Background: Bachelor’s degree in Business, Communications, Hospitality, or a related field.
• Experience: Proven experience in customer service or support management, ideally within the restaurant or hospitality industry. Experience in managing a team and handling complex customer inquiries is essential.
• Leadership and Team Management Skills: Strong leadership abilities with experience in managing and motivating a team. A collaborative approach to leadership is required, as well as the ability to inspire a customer-first mentality.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with customers, team members, and stakeholders. Able to de-escalate tense situations and turn negative customer experiences into positive ones.
• Problem-Solving Skills: Strong problem-solving skills, with the ability to quickly assess customer issues and provide effective solutions. Experience in handling difficult or complex customer complaints with professionalism and patience.
• Technical Skills: Proficiency in customer support software (such as Zendesk, Freshdesk, or Salesforce), CRM systems, and ticketing tools. Familiarity with using analytics tools to track performance and customer satisfaction.
• Organizational Skills: Excellent organizational and multitasking abilities to manage a high volume of customer inquiries and team responsibilities.
• Customer-Centric Mindset: A passion for providing excellent customer service and the ability to advocate for customers within the organization.
