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Customer Care Team Lead - Mexico & U.S.A.

Permanent employee, Full-time · Mexico

Your mission
Reporting to the International Head of Customer Care, you will be responsible for the Customer Care Team in Mexico and U.S.A. market.
Responsibilities
  • Lead the Customer Care U.S.A. & Mexico team, ensuring that all customer inquiries (B2B & B2C), are rightfully attended to on time and satisfactorily.
  • Maintain a steady degree of communication with the Business Development Manager to be aligned on all the occurring processes and updates of the market.
  • Develop better modes of operations to ensure smooth execution of customer service for both team members and customers.
  • Deliver detailed, statistical feedback on the performance of team members, to management
  • Observe reports with the aim to be always aligned with the defined benchmarks
  • Provide assistance to team members whom are experiencing difficulties in the discharge of their duties, by guiding them and giving them personal coaching
  • Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
  • Serve as the middleman between the International Head of Customer Care and the Mexico & U.S.A. Customer Care Team members, to ensure smooth communication and settling of issues that may arise in the course of work
Our Ideal Candidate
  • Customer-oriented attitude
  • At least 5 years experience in Customer Care possibly in Tech Companies
  • Proven experience leading a team
  • Good knowledge of Excel and other productivity tools
  • Experience with Live Chat software (Intercom, Zendesk, etc.) and CRM (Hubspot, Salesforce, etc.)
  • Excellent skills for communicating and relating with both team members and customers
  • Have good temperate to handle disputes and emergencies
  • Must be result oriented and able to work with reports
  • Knowledge of the main KPI's of Customer Care
  • English and Spanish native 
  • Racket sport lover!
  • Based in Guadalajara, Mexico
Our Offer
  • Permanent contract
  • Flexible working environment
  • Be part of an international team in continuous expansion.
  • Competitive salary
About us

We are Europe’s largest racket sports App for players and clubs. Our goal  is to socialize sports practice: through the app, players can book courts, find other players with similar skill levels, and join a social community dedicated to playing. Since 2017, Playtomic has earned the trust of national and international investors, consolidating it as one of the main European players in sports digitalization., and You will find more than 100 co-workers around the world with headquarters in Spain and offices in Italy, Portugal, Sweden, Finland, Belgium, UK, EEUU and Mexico.

 Mission: To be a global brand experience fostering passionate racket sports community.

 Vision: To inspire and facilitate to absolutely everyone the fun and social joy of racket sports.

 Team Values: Play B.O.L.A let’s live and share our values!

  • Bold: We are Bold and we put our skin in the game.

  • Open: We are Open people, straightforward and sincere.

  • Locos: We are racket sports passionate players (“Locos”)

  • Ahead: We are innovative, always looking ahead.

Your application
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