At Wallapop, we're launching a new ecommerce venture focused on small businesses. We want to power Spanish SMBs by offering them a simple and affordable way to build their digital presence and start selling online.
The Challenge We are looking for a Customer Service and Moderation Manager to define the strategy and operations of the department. The goal is to keep the department running in an efficient manner, to increase customer satisfaction and retention, and to meet their expectations. You will be responsible for creating the department from scratch, selecting and coordinating vendors, and defining customer service and moderation procedures and policies.
What You Will Do Create effective customer service and moderation procedures, policies, and standards. Supervise day-to-day operations of the external customer service and moderation teams. Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis. Know the organization's products inside and out to step in on escalated customer issues that the team is unable to resolve. Measure and report to other stakeholders regarding the efforts and successes of the department. Continue to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback. Manage the approved budget of the customer service department. Requirements Experience in working with Customer Support teams and environment. Experience managing a team and working with vendors (outsourced teams). Ability to think strategically and to lead. Strong client-facing and communication skills. Advanced troubleshooting and multi-tasking skills. Fluent level of Spanish and English required. Benefits A dynamic and flexible company culture that truly lives their values and feels identified with their purpose to contribute to making this world a better place. A very international team and 2 official working languages (English & Spanish). Brand-new, modern and inspirational office space with stunning views and a sunny terrace, all built with sustainable and recyclable materials. TOP hardware of your choice (Apple or Windows). Flexible working hours + intensive Fridays. Generous individual learning budget + our very own Wallalibrary. English & Spanish lessons. Private Health Insurance. Flexible remuneration to deduct from gross salary (kindergarten/food/transport check). Team Building activities and Merchandising. Virtual sports classes + Gym discount. Extended newborn leave. Bonus for weddings & newborns. Referral Program & Charity Donation. Wallarenta (Tax income support). Monthly plan for free shipping, bumps & home-pick-up on our services. Surprise gifts when celebrating birthdays. Wallanniversary loyalty program. Walla from Home: As we are currently all working from home for the foreseeable future, Wallapop contributes 30EUR towards your wifi monthly as part of your salary.
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