At Mad Collective, we are proud of our diversity (over 32 nationalities) and believe it is one of the most important contributors to our success. We're 180+ people energized about our future and enjoying everything a high-growth company has to offer. We offer a hybrid-remote work schedule which enables you to find the right combination of work from home and in-office collaborative time with your team. Join the collective and go mad with us!
ResponsibilitiesLead and manage the CS team (local and remote) to build on existing service.Lead and manage ongoing CS projects, including but not limited to technological and operational improvements.Collaborate and cooperate with other functional areas including Billing, Legal, Product and Project Management, IT, and Human Resources.Provide leadership, direction, support, and career development to the CS team in a manner consistent with the business objectives.Appropriately prioritize team and individual goals to effectively achieve business objectives.Actively seek input from team members to understand success and leverage opportunities to make improvements.Continually seek opportunities to improve operations, including technologies and processes.Deliver documentation and communication of standards and framework for operations.Work with the CS core team to ensure consistency in calls evaluation and that quality objectives are being met.Help to manage budget and understand the impact of decisions and actions based on the overall financial performance of the company.Through close monitoring of CS outcomes, ensure insights and data are fed back into billing, product, and marketing teams.Define planning based on forecasts and service needs.Requirements3+ years of experience in Call Center, preferable with Operations and Client.3+ years experience of managing high performing and engaged teams.SkillsStrong proven management skills - ability to energize, engage, and motivate teams.Be proactive in processing and customer experience optimization.Strong data analytics skills.Experience with Zendesk is a big plus.A mind-set of continuous improvement, always looking for new ways to make small improvements.Must have good communication and organizational skills, demonstrate initiative, and work well in a team-based environment.Ability to coach and develop team members.Ability to work in a fast-moving environment with ever-changing priorities.Be a strategic thinker, results-oriented, and accept accountability for results.Proven ability to bring groups together to complete tasks.Strong written and verbal communication skills, at the right level of details.Ability to put together attractive and convincing presentations.BenefitsPrivate Health Insurance plan for you and your kids.Subsidized gym memberships and fitness classes.Monthly Internet allowance.Working-from-home setup allowance.Sponsored Spanish, Catalan, and English classes.Sponsored external training and development programs.#J-18808-Ljbffr