Customer Care Team Leader, Spain & Portugal

Job title:

Customer Care Team Leader, Spain & Portugal

Company:

The Knot Worldwide

Job description

Job Description:ABOUT THE ROLE AND OUR TEAM:At The Knot Worldwide, we are looking for a dynamic and experienced Customer Care Team Lead to join our Sales team, focusing on the Spanish & Portuguese markets. The ideal candidate will have a proven track record in B2B customer service, strong leadership capabilities, excellent listening skills, and the ability to understand and meet customer needs, while also demonstrating outstanding interpersonal skills.RESPONSIBILITIES:

• Oversee the daily management of a B2B customer service team within the commercial department.
• Drive team productivity and ensure key performance indicators (KPIs) are met.
• Provide support and guidance to team members on day-to-day issues and quickly address operational queries.
• Coach team members by monitoring call performance, providing personalised feedback, and creating development plans to support succession planning within the team.
• Foster a results-oriented team culture by suggesting ongoing team incentives, organising contests, and leading social initiatives (e.g., team-building activities, weekly motivation meetings, celebrating successes, etc.).
• Manage B2B clients by providing post-sales support, enhancing client retention, offering quality personalised attention, and handling customer retention strategies.
• Respond to client inquiries via phone and email, delivering excellent service.
• Oversee additional products purchased by clients and manage their satisfaction.
• Collaborate with other departments to resolve customer-related issues efficiently.

SUCCESSFUL CANDIDATES HAVE:

• You are based in Barcelona
• You have at least 4 years of experience in customer service, with at least 1 year of team management experience (preferably with B2B clients).
• Excellent communication skills.
• Strong organisational, detail-oriented, and problem-solving abilities.
• Ability to work effectively in multicultural, structured, and dynamic environments.
• Professional fluent in English and Spanish
• Fluent in Portuguese is a plus but not required

About Us:At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!WHAT WE LOVE ABOUT YOU:You Dream Big. You iterate and experiment to drive innovation.You Love Our Users. You keep our global community at the center of everything you do.You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.You Hustle Every Day. You favor urgency and own your outcomes.You Win Together. People are at the heart of our success and you play as a team.WHAT YOU LOVE ABOUT US:We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.—US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.About the Team:WHAT WE DO MATTERS:Here at The Knot Worldwide, we believe in doing work that matters. In more than 16 countries around the world, The Knot Worldwide’s leading family of brands-including The Knot, WeddingWire, Bodas, The Bash, The Bump, and more-help people take celebration planning from inspiration to action. When you join our global team, you’ll be a part of a diverse group of individuals passionate about serving and enabling our communities to celebrate the moments that make us.

Expected salary

Location

Barcelona

Job date

Sat, 25 Jan 2025 05:14:39 GMT

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