Team Leader - Customer Experience Team

Job description

Uniplaces is building a trusted, global brand for students. We believe in empowering student mobility and we have started by making the process of finding accommodation easier. We’re solving real life pains and we’re backed by top tier investors such as Atomico, Octopus Investments, Shilling Capital Partners and Caixa Capital to help us achieve this better and faster. 


We are an internationally minded company with an extremely talented team and global ambitions. Our decisions are driven by our core values of Passion, Impact, Trust and Team Spirit - with which we aim at having a company where everyone feels accountable and empowered to achieve their full potential.


About the Operations Team:

Every day, more than 5000 nights are booked by students from 175 nationalities in 33 different cities on uniplaces.com. Our Operations team that embraces 14 nationalities and works across 6 different languages, ensures that every interaction with customers is focused in improving the student and landlord experience, so that room search becomes as easy as buying a flight ticket.


In this role, your mission is:

To guarantee the success of the Customer Experience Team's main KPIs by ensuring that each team member has the conditions to be measurably motivated to deliver top-quality customer service. You’ll be expected to make this happen in a fast-paced environment, while safeguarding that the company’s processes, strategies and best practices are followed.

You should be driven and fully committed to fostering a culture of positivity,  transparency and focused work.


Tasks

  • Updating and monitoring operational indicators

  • Actively providing feedback to team members regarding their daily KPIs

  • Operating all workflow-management softwares (Zendesk, NVM, RoundRobin, etc.)

  • Ensuring adequate prioritisation, distribution and resolution of team’s workload

  • Handling and reporting of escalations of complex cases

  • Organising hiring and training to meet the defined annual staffing plan

  • Analyse and take accountability over customer feedback regarding team’s performance


Requirements

Your style:

  • Rigour, sensibility and attention to detail

  • Creative problem-solving capacities

  • Ability to make complex decisions under pressure

  • Patience, resourcefulness and a structured approach towards information


What else do you need to know?

  • The role is based in Lisbon;

  • You must be available to work 40 hours a week under rotating shifts, that might span weekends and bank holidays, comprised within 08h00 and 20h00.