Barcelona, Catalonia, Spain
Responsible for: 1) Helping the support team to be more productive, work more effectively and deliver better service to their users. My primary mission is to create an environment for the support team in which they can do their best work with tooling, processes or logistics. 2) Being the voice of users: making sure the users insights gathered by the Customer Support team are well understood. Help senior company management to improve each department based on the users demand/need/understanding of our product or service. Main responsibilities: Tools: - Specifying and building tools to improve the speed and quality of support - Analysing support workflows and making suggestions to improve efficiency and effectiveness - Assisting with the design and rollout of new support channels and service offerings - Developing and maintaining standard operating procedures for common situations. Processes: - Team: managing schedules of team members according to customer demand and any SLAs. - Users: measure and improve the users satisfaction - Preparing performance reports by collecting and analysing data from the customer service functions Identifying and acting to remove obstacles to delivering consistently high levels of service - Taking part in forecasting and budgeting for customer service and tracking the actual performance against budget - Leading and supporting customer service teams through required changes Being the voice of Support within the company: - Working closely with product teams to understand and give input into product changes relating to the users demands or struggles. - Working closely with senior management to help customer service deliver on their components of overall company goals and objectives
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