Customer Service Manager

Job description

Who are we?

Mr Jeff (www.mrjeffapp.com) is a Valencia based start-up that is revolutionizing the laundry and dry-cleaning world. We’re an agile team full of passionate and committed professionals, who are building the best way for people to have their laundry done all over the world. Mr Jeff’s mobile app & online platform, connects customers with local laundry services, freeing them from the hassle of doing their daily laundry. Lay back, relax and enjoy your day. Mr. Jeff will make sure your clothes are delivered to your door as fresh & clean as the first day! We’re looking for passionate people who are ready to change things! 


  Are you the one?


We are looking for a highly motivated Support Manager based in our headquarters in Valencia. You need to enjoy working in a fast-paced, dynamic environment and be very result-oriented.

You must be passionate about Startups & understand perfectly how they work and what kind of profiles you can find in them. You truly are a people person and enjoy making things better (which happens to be one of our core values!).

We are looking for a team player who is ready to jump in! If you think you have what it takes... Read on!

We’re looking for a dependable, people-focused, hands-on, and customer-centric professional who is experienced in leading, coaching, mentoring, and developing high-performing teams. A person with a proven track record leading support teams in a fast growing environment. 


Requirements

What will you do?  Role highlights


  • Structure the Support team optimally

  • Take ownership for team results and provide daily leadership to a team of multilingual agents to achieve department targets

  • Set and capture KPIs and provide data-driven insights into the various  support functions. Share data with management and drive improvements to the team.

  • Be an effective change manager, who knows how to handle periods of change and lead a team through this by displaying motivating and encouraging behaviors

  • Understand development needs and provide coaching, training and support to team members

  • Effectively use business tools to monitor team performance, quality and adherence

  • Lead the creation and implementation of process-driven team culture.

  • Gather and present customer/partner feedback to drive product improvements.

  • Cultivate a strong bridge with the Operations, Product and Marketing departments.

  • Support the team with top issues and ensure high-quality resolution. Be visible and accessible to all team members.

  • Recruit, mentor, motivate and retain top talent.

  • Adhere to and manage the approved budget.


Job requirements


  • 4+ years of management or leadership and previous experience in customer service environment and/or call center.

  • Experience leading teams in an international, customer-focused environment

  • Proactive, flexible and capable of working independently as well as working in a team

  • Have experience using online software, site management, and tools. Previous experience working with Zendesk or a similar ticketing tool.

  • Excepcional communication and organizational skills. Able to communicate effectively, provide constructive feedback, mentorship and coaching. Great written, verbal and presentation skills in English and Spanish is a must.

  • Problem Solving

  • Negotiation and solid Communication Skills

  • Advance Analytical Skills

  • Strong leadership 

  • Fluent in english and Spanish (Mandatory)


What’s in it for you?

  • A competitive salary package.
  • Live and work in sunny Valencia. Leave your suit behind!
  • Great culture &  working atmosphere, we’re a young, upbeat and international work environment.
  • Cool events, meetups & Teambuilding.
  • Mr Jeff laundry service subscription!