Head of Customer Support

WE SEEK

We are looking for a versatile person who we can delegate tasks related to customer service, dispute management and coordination of certain outsourcing providers.

Its main functions

Customer service and claims management

Management of the entire customer service team (training, control, etc.)
Checking and management of returns
Definition and review of the most important KPI’s
Carry out different A/B tests with different macros and autoresponses to try to lower the % of returns and/or claims
Review of alerts for orders that may be fraudulent
Review and management of claims in PayPal, Stripe and RLL
Control of delivery times

We are clear about where we want to go and what we should do, but if you think we can innovate in something that we have not contemplated… we would love to hear from you, someone without mincing words!

Be witty and creative, wanting to propose challenges and give a different and disruptive point of view and someone who loves dealing with people.

We offer:

Immediate incorporation
Stability
Indefinite contract
Dynamic environment and project with high potential
Your birthday, day off!
% over objectives
Free language classes
Summer hours and flexible hours
Morning coffees included
And more benefits to come!

Minimum requirements

ESSENTIAL : High level of spoken and written English
Minimum 3 years experience in customer service (email and telephone)
Advanced knowledge in Office package, Windows and Email
Medium knowledge about WordPress
Deep understanding of growth strategies, have analytical skills and strategic thinking.
Related higher studies (business, marketing, advertising, public relations or similar)
Results-oriented, autonomous and efficient with the ability to be self-taught
Postgraduate and other languages such as French, Italian, Hebrew, Japanese and German will be valued.

WE SEEK