Customer Experience Team Leader

Manila City, Metro Manila
Permanent
Full-time

2 months ago
Apply easily

Guesty is the industry-leader Vacation-Rental Property Management Software, designed to help property management companies in the short-term rental industry run their business easily by providing an end-to-end solution to all their daily needs. With Guesty, users can manage their listings across multiple websites (such as Airbnb, Booking.com, Expedia, and more), sync all their calendars, manage staff, and more.Responsibilities:The Customer Experience Team Leader responsibilities include managing a team of experienced Customer Experience Specialists and guiding them to reach their goals. To be successful in this role, you should be an excellent communicator and leader who is ready to hit the ground running.Among your responsibilities as a Customer Experience Team Leader, you will be:

Managing, developing, and supporting a team of tenured and technical agents (Tier 1 & Tier2).
Maintaining the team’s professional goals. Monitoring their performance, QA, and KPIs.
Conducting hands-on, effective feedback conversations with the team.
Diagnosing and assisting with complex customer issues.
Identifying areas for each agent’s personal growth and development and guiding them through professional advancement
Managing a ticket queue based on priority and SLA protocols.
Working closely with our developers, technical teams, and other key stakeholders to ensure customer satisfaction.
Assisting in managing customer queries in a timely and accurate way, via email, chat or phone.
Managing projects and tasks related to the Customer Solutions department.
Analyzing data trends to improve KPIs and team performance.

Native English/Near-native speaker (or mother tongue).
At least 2 years of experience in a similar management role.
Analytical thinking and great attention to detail.
Tech-savvy - strong computer skills - a must (previous experience in a SaaS company: an advantage!).
Strong verbal and written communication skills.
Ability to adapt to a fast-pacing, changing environment.
Ability to use judgment and think outside the box.
Customer-centricity mindset and an ability to go the extra mile to engage customers.
Fast learner, autodidact.
Familiarity with working in a data-driven environment.
Able to work in a deadline-driven environment.
Flexible and can work on shifts including night shift
Experience working with ticketing systems.

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

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