Customer Experience Lead

Spreetail propels brands to increase their ecommerce market share across the globe while improving their operational costs. Learn how we are building one of the fastest-growing ecommerce companies in history: www.spreetail.com.  

The CE Leadership Team strives to deliver best-in-class results at Spreetail by leading with integrity, fairness, and humility. To accomplish this, we understand that setting clear expectations and delivering authentic communication are key. Through modeling a respectful, enthusiastic, and professional environment we aim to deliver focused and effective coaching that helps the Customer Experience Specialist (CES) Team deliver on our commitments to Spreetail and Spreetail’s Brand Partners. 

• Coaching and development of the CES team, the fostering of behaviors and culture that lead to success, and the effective management of team performance.
• Engage with, monitor, and periodically directly participate in the day-to-day operations of the Customer Experience organization to ensure our team is providing accurate and efficient customer service.
• Driving effective decision-making and ensuring your team is approaching customer interactions with a financially responsible mindset to protect profitability while delivering best-in-class customer support.
• Scoring, analysis, and coaching of team members using data from Quality Assurance, Marketplace Feedback, and Contact Evaluation sources.
• Responsible for ensuring accountability across a range of activities and processes while also standing ready to serve as a support resource in a variety of capacities.   

• Bachelor’s degree or equivalent experience in business, marketing, or other related field.  
• 2+ years relevant leadership experience in a customer success, service, team engagement and management. 
• Outstanding communication and relationship building skills.   
• Ability to be successful in an emerging role and department with strong ability to define and establish new process.   
• Data driven mentality with the ability to transform findings into actionable results.   

This is a remote position and requires candidates to have an available work-from-home setup

Desktop/Laptop system requirements:

- 4th generation or higher, at least Intel i3 or equivalent processor;

- at least 4GB RAM;

- Windows 10 and above or MAC OSX operating system 

- You are required to provide your own dual monitors

A strong and stable internet connection (A DSL, cable or fiber wired internet service with 10 Mbps plan or higher for primary connection)

PC Headset

A high-definition (HD) external or integrated webcam with at least 720p resolution.

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