TEAM LEAD Position - Member Support Team

About us - The Member Support Team :

Our mission is to make every HomeExchange member feel valued by providing quick, personalized, and qualitative support. We prioritize our customers’ satisfaction in every decision we make. We collaborate closely with other teams to ensure a seamless experience for our customers, while continuously improving the tools and processes that empower our team to provide the best possible assistance.

The Team Lead is directly responsible for managing the Croatian team based in Zagreb (12 people). Their role involves overseeing daily operations to ensure timely and satisfactory responses to our members.

This position is based in Paris to facilitate smooth and efficient collaboration with the Internal Manager and requires travel to Zagreb approximately once a month (around three days).

Management & Leadership:

- Support the team daily and coordinate its activities (resource planning, task prioritization)
- Understand and prioritize customer needs, working closely with the 2 other Team Leads and the Internal Manager
- Assure a good team cohesion
- Recruit a team of passionate individuals to develop excellent customer satisfaction

Customer Satisfaction & Training:

- Support in handling customer requests when needed
- Understand the backlog, tracks it and take actions in order to assure fast & qualitative replies
- Adapt to constantly provide a better customer satisfaction
- Provide the team with the right content and training to strengthen their expertise

Monitoring & Structuring:

- Track and improve your team's KPIs (productivity, response time, quality, customer satisfaction)
- Create agile and efficient processes, such as automating low-value-added tasks for your team whenever possible
- Raise anomalies and propose solutions
- Raise main pain points in terms of lack of efficiency and participate to improve processes

- We are looking for an energetic, customer-focused, and solution-oriented individual :
- Experience : You have min 5 years of experience in Customer Care (B2C)
- Management : You already have a successful experience as a manager (3 years min)
- You have managed a team remotely
- You strive to help your team members grow
- Operation mindset : You have a passion for Operational excellence and take pride in delivering ever-better results
- Empathic : You deeply care about our customers and know how to create good and efficient processes
- Structured : You are structured and data/analytical-driven
- Languages : You can write and speak perfectly in English
- If you have experience with Zendesk it’s a plus.