Deliverect As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Your Impact As the Customer Experience - Team Lead at Deliverect, you will oversee a diverse global support team providing technical support to our SMB, mid-market, and enterprise customers. This role involves leading up to 12 frontline and premium support specialists across multiple hubs, ensuring exceptional customer service, efficient technical issue resolution, and alignment of support strategies across teams. With a strong focus on coaching, workflow optimization, and stakeholder management, you will enhance the team's performance and drive initiatives to improve the overall customer experience. This role requires a balance of technical expertise, leadership, and strategic oversight to ensure that the team consistently meets and exceeds service level agreements (SLAs) while supporting Deliverect's customers globally. Key Highlights Team Leadership: Manage and develop a global team of 10-12 frontline and premium support agents, providing guidance, coaching, and performance feedback to ensure top-tier support across all customer segments (SMB, MM, Enterprise). Operational Excellence: Oversee daily operations to ensure efficient ticket resolution, customer satisfaction, and adherence to SLAs. Continuously evaluate and improve support processes and workflows. Stakeholder Collaboration: Work closely with internal teams, including Product, Engineering, and Sales, to resolve escalated issues, align on processes, and ensure smooth communication between CX and other departments. Talent Management: Lead recruitment, promotions, and development of team members. Foster a culture of continuous learning and professional growth within the team. Process Optimization & KPI Management: Analyze team performance metrics, implement strategies to improve efficiency, and ensure alignment across global hubs. Track and report on KPIs, including response time, resolution time, and customer satisfaction (CSAT). Project Management: Lead and participate in key CX initiatives aimed at improving customer experience, such as launching new tools, updating internal documentation, and streamlining workflows. A Typical Day Set daily priorities, such as team check-in to review open tickets and ensure alignment on SLAs. Provide feedback on team performance and address any escalated issues from the previous day. Use data analysis tools to monitor team KPIs such as ticket response time, resolution rates, and CSAT. Based on these insights, adjust workflows or implement strategies to optimize performance across regions. Spend time coaching individual team members, providing actionable feedback on technical troubleshooting, customer communication, and performance metrics. Regularly interact with Product, Engineering, and Sales teams to resolve complex or escalated technical issues. Continuously evaluate support processes, identify inefficiencies, and propose workflow improvements that reduce ticket resolution time and enhance the customer experience. Oversee team development by conducting one-on-one meetings to discuss career progression, handle recruitment for new team members, and manage talent retention strategies. Lead or participate in key customer experience initiatives, such as improving onboarding processes, enhancing internal documentation, or launching new tools to help the team work more efficiently. Your Expertise 2+ years of experience as a technical support team lead, preferably within a SaaS company. Professional level Fluency in English and Spanish. Strong technical knowledge, particularly in supporting SaaS products. Proven track record of managing day-to-day operations of a technical support team. Ability to analyze team performance metrics, use data insights to inform decisions. Strong written and verbal communication skills. A proven track record of supporting and developing team members. This is a full-time role with a hybrid schedule, offering 3 days in our Madrid Office and 2 days of remote work. Flexibility is required to manage global teams and accommodate customer needs across different time zones.
Join Deliverect: Where You Shape Tomorrow's Success At Deliverect, we're not just seeking team members; we're on the lookout for dynamic individuals who thrive in a fast-paced SaaS environment. Equal Opportunities at Deliverect: We're committed to creating an inclusive and diverse workplace. We actively encourage applications from underrepresented individuals.
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