Can you help us change the world? Yes, you read that correctly. It sounds grand, but we've got big ideas at Mews. We're transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more. Founded in 2012, Mews - a SaaS European scale-up - developed the first cloud-based mobile-enabled property management system that offers hotels and management companies a state-of-the-art integrated platform. The system provides a complete solution covering front-desk check-in, check-out, payments, guest information, inventory, and so on.
At Mews our mission is to transform an entire industry with solutions that make hospitality more rewarding for everyone. As a pre-IPO SaaS leader and the number one in hotel tech, we are revolutionising property management with our cloud-based solutions. We're driven by our mission to enable truly great service and customer experiences, but we don't limit ourselves to the hospitality industry because in an environment where ideas and innovation are celebrated, we know that the sky's the limit. We're on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? If you're a Customer Support Team Lead or Supervisor, keep reading and tumble down the Mews rabbit hole...
About the roleAs a Customer Support Team Lead, you will build a strong team and shape staff behaviours to accomplish desired results. You will coach our Support team members to deliver exceptional customer service and play a collaborative role in growing and implementing standards and processes.
Your mission, should you choose to accept it:Developing an in-depth understanding of Mews' solutions and constantly working on self-improvement.Becoming familiar with all integration partners that connect with Mews.Providing support to teammates, colleagues and customers on technical issues when they have limited knowledge or access to the system.Monitoring repeating complaints from customers and escalating them to the appropriate person or department - Manager, Product, Account Management, etc.Analyzing customer feedback regarding the provided support and recommending improvements for the team workflow.Updating internal knowledgebase and SOPs when needed.Sharing knowledge with other team members and helping them when necessary.Supervising the day-to-day Operations of the department.Monitoring the established SLAs, analyzing possibilities for violation of the SLAs, and taking prevention measures.Analyzing weekly reports and proposing changes for improvements.Identifying knowledge gaps in the team and eliminating them by additional training/coaching sessions.Ensuring a high level of automation adoption in the team to ensure scalability. A couple of points worth noting:Shift Pattern: Because our clients run 24/7 businesses, the Customer Support Team needs to be available 24/7. We've got a global team which makes things easier to manage, but typically the team works 5 days a week on a rota with shifts from 7am-3pm and 2pm-10pm local time. You would typically work 2 weekends a month, but would get days off during the week when this happens.Interview Process: There are a few stages which hopefully ensures that this role and Mews are right for you and you are right for the role and Mews. Typically this will be; MS Teams Interview with a Recruiter, MS Teams Interview with a Team Supervisor or Manager; Written Task and Recorded Video Interview, Final Interview with a Senior Manager from the team.The salary for this role in Spain will be: 40k Euro gross + a selection of attractive benefits. RequirementsYou'll be a great fit if you bring a few of the below with you:
Demonstrable experience in the hotel, hospitality or travel industry, ideally with some sort of technical customer support experience.Experience operating as a Supervisor or Manager.Outstanding communication skills, both written and verbal in English (fluently in additional languages is highly advantageous).Good people management and conflict resolution skills.Outstanding organizational skills and ability to work under pressure.A proactive approach to problem-solving and a self-motivated person.Strong leadership skills, the ability to develop a positive atmosphere, and a great environment for your team.Very good knowledge of Microsoft Office. BenefitsWhat's in it for you? Did you know that Mews was voted the Best Place to Work in Hotel Tech in 2021? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:
Company sharesUnlimited holiday (no, this is not a typo)Health and wellness plansFlexible Benefits El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.es/empleo/120162442/customer-support-team-lead-barcelona-spu928-barcelona/?utm_source=html
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