HEAD OF CUSTOMER SUPPORT

Head of Customer Support

We are looking for a versatile person who we can delegate tasks related to customer service, dispute management and coordination of certain outsourcing providers.

Its main functions

Customer service and claims management

• Management of the entire customer service team (training, control, etc.)
• Checking and management of returns
• Definition and review of the most important KPI’s
• Carry out different A/B tests with different macros and autoresponses to try to lower the % of returns and/or claims
• Review of alerts for orders that may be fraudulent
• Review and management of claims in PayPal, Stripe and RLL
• Control of delivery times
  
  

We are clear about where we want to go and what we should do, but if you think we can innovate in something that we have not contemplated… we would love to hear from you, someone without mincing words!

Be witty and creative, wanting to propose challenges and give a different and disruptive point of view and someone who loves dealing with people.

We Offer

• Immediate incorporation
• Stability
• Indefinite contract
• Dynamic environment and project with high potential
• Your birthday, day off!
• % over objectives
• Free language classes
• Summer hours and flexible hours
• Morning coffees included
• And more benefits to come!
  
  

Minimum Requirements

• ESSENTIAL : High level of spoken and written English
• Minimum 3 years experience in customer service (email and telephone)
• Advanced knowledge in Office package, Windows and Email
• Medium knowledge about WordPress
• Deep understanding of growth strategies, have analytical skills and strategic thinking.
• Related higher studies (business, marketing, advertising, public relations or similar)
• Results-oriented, autonomous and efficient with the ability to be self-taught
• Postgraduate and other languages such as French, Italian, Hebrew, Japanese and German will be valued.