Customer Service Group Lead

Who we are:

We are disrupting the traditional $80 billion ski travel industry with the world's first self-service platform for booking an entire ski trip in just a few clicks. Our unique dynamic package technology empowers customers to plan, compare, book, and fully customize their ski holiday by providing real-time prices and availability for millions of ski trip combinations.

Our technology connects in real-time to thousands of supplier APIs to provide customers with a one-stop-shop solution to book everything they need for their ski holiday, including flights, airport transfers, accommodations, ski lift passes, ski gear rental, lessons, and more.

We partner with over 100 ski resorts (and counting) across 10 countries and have already sold over 70,000 ski holiday packages to skiers worldwide. We are profitable, and growing big!

The ideal candidate will lead a team of trained customer service representatives, ensuring they deliver a delightful and seamless experience for our customers.

Responsibilities:

• Oversee Daily Operations: Manage the day-to-day activities of the customer service team to ensure efficient and effective service delivery.
• Performance Monitoring: Monitor and evaluate the performance of the customer service team, providing feedback and implementing improvement plans as needed.
• Reporting and Analytics: Prepare and present regular reports on customer service performance, including key metrics such as response times, resolution rates, and customer feedback.
• Process Improvement: Identify opportunities to streamline and improve customer service processes and procedures.
• Strategic Planning: Contribute to the development and execution of the company's customer service strategy and long-term goals.

Requirements:

• Proven experience leading Customer Service teams of over 20 representatives, including direct management of Team Leads (at least two managerial levels) - Must.
• Minimum 6 years of customer-facing experience, ideally serving customer in a B2C company.
• Travel industry experience - advantage.
• In-depth knowledge of team structures and key Customer Service KPIs - Must.
• Strong understanding of Customer Service Operations - Must.
• Proficient in developing and implementing customer service metrics and reporting systems
• Translate data into actionable insights and guide Team Leads in understanding and achieving their KPIs.
• Identify patterns in customer requests and translate them into actionable improvements.
• Ability to assess the effectiveness of processes and representative performance in handling customer inquiries.
• Demonstrated ability in coaching, mentoring, and developing customer service teams to achieve high performance.
• Collaborative mindset to work closely with the VP in developing strategies to improve customer experience and satisfaction.
• Establish and monitor metrics, implementing innovative strategies to exceed performance targets and drive customer satisfaction.
• Integrate and leverage cutting-edge tools and methodologies, including AI based tools, to advance our customer service operations.
• Work closely with various departments within WeSki to provide actionable feedback, drive process improvements, and enhance overall customer engagement and loyalty.