Customer Care Team Manager

Location

Zagreb office

Type of employment

Full-time

Are you a manager with extensive experience in leading customer support teams? Do you value the people experience and quality of work above everything else? If so, apply to join our like-minded leadership team! 

Together, we’ll be taking on exciting projects in the customer care industry and ensuring our levels of employee and client satisfaction keep on rising. No easy job, huh? If you’re up for the challenge, we can’t wait to meet you 🙂

About heloo

At heloo, we do things differently.

heloo is a Croatia-based BPO company focused on hiring the best-fit employees and providing advanced outsourcing solutions for our clients, while creating the best possible work environment for our employees.

We believe that happy employees make the best employees. Our partners are global industry leaders, ground-breaking startups and other companies wanting to elevate their services to the next level with the right team by their side.  

RESPONSIBILITIES OF

Customer Care Team Manager

  • develop the leadership skills of your customer care team leaders and supervisors

  • ensure that all helooers in your teams have everything needed for a fantastic working experience, from the right technical setup to mentoring

  • track and analyze the KPIs’ delivery, identify trends, and develop strategic recommendations

  • take part and initiative in nurturing high levels of both client and employee satisfaction

  • be the main point of contact for the client: together you’ll discuss high-level, monthly and weekly operational plans, assess KPIs’ delivery and plan steps to make their customer experience even better

  • work with us to enhance the employee experience even further through various all-company initiatives

  • recognize, organize, and coordinate steps needed for your team to achieve wished results

You are
a great fit if you…

  • have working experience in customer support, managing bigger or multiple teams

  • are looking for a job that connects the best of both worlds – leadership development and data analysis

  • are well-organized and able to coordinate others

  • have experience in leading and mentoring

  • get the ins and outs of customer support KPI’s

  • understand everything data has to say – from forecasting and KPI analysis to budgeting, and can make decisions combining data and in-depth understanding of your teams

  • are able to put yourself in your teams’ shoes to motivate, resolve issues and help them succeed

  • can express yourself freely and fluently in English, both speaking and writing

We offer you…

  • a work surrounding that places its focus on people experience and quality of service

  • to work with some of the most thrilling digital frontrunners in Europe and worldwide

  • associates who speak your language: our leadership team consists of experts who developed through various customer support roles and have a clear understanding of the industry

  • a chance to flexibly combine work from our Zagreb office and the one from the comfort of your home

  • growth and promotion opportunities: this is a place where work, initiative and results don’t go unnoticed

  • the world (and it’s never been closer to home!): we employ and gather a cozy international community from almost every corner of the globe

  • company benefits: from your favorite healthy food store to gyms, banks, and health checks, enjoy all perks of being a helooer

Sounds exciting?

Please, send your application today!