About us
Tractive is the most trusted name for keeping cats and dogs safe and healthy. The secret to our success? A team of truly unique individuals who care about each other just as much as going the extra mile for pet parents. Want to be part of our story? Check out this role and see if you're a good match
Your territory
As the Lead of one of our Customer Experience teams, you will:
* Manage and mentor a team of Customer Experience Specialists to provide exceptional customer service
* Develop and implement strategies to enhance customer satisfaction and retention
* Foster effective internal communication within the Customer Experience team regarding the investigation, management, and reporting of both new and ongoing issues
* Conduct regular training sessions with customer support agents to ensure Service Level Agreement (SLA) targets are met
* Contribute to Net Promoter Score (NPS) initiatives, particularly in addressing technical issues
* Oversee the onboarding process for new agents, with a focus on technical training
* Monitor and analyze performance metrics to drive continuous improvements in service quality and delivery
* Ensure the team has access to the necessary tools and training for efficient and effective customer support
* Bring in your fresh ideas to make Tractive better - you'll never hear the phrase "...because that's how we've always done things"
* Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level
Your profile
Key requirements:
* 3+ years of experience in a leadership role within customer service
* Experience in contact centers and managing multilingual teams
* Strong problem-solving skills and analytical thinking
* Exceptional communication skills and the ability to learn quickly
* A customer-first mindset with a proven track record of improving customer experience
* Valid Austrian work permit
Does this sound like you?
* Ready to step into a leadership role and take ownership of both a team and strategic projects
* Passionate about people management, mentorship, and helping others reach their full potential
* Able to see the big picture while also focusing on the details that drive success