Cafeyn is looking for an experienced Customer Service Lead. Reporting to the Head of Growth Marketing, you will be coordinating a team of 5 customer care specialists. Your role is to increase our client’s satisfaction by making sure we’re offering the best possible customer relationship.

Your responsibilities

• Manage and mentor a team of 5 awesome Customer Care Specialists, making sure we’re meeting user’s expectations measured by CSAT.
• Monitor the team’s performance through regular reporting, finding new ways to improve the customer care experience and coordinate internal processes.
• Establish the level of risk for each bug and work with the QA and tech team on prioritisation of resolution.
• Use problem-solving skills to handle cases of (sometimes difficult) clients in a professional and polite manner, across multiple channels (call, emails, chat, reviews etc.)
• Work closely with the Marketing, Business, Product and Tech teams to escalate users’ feedback and help us improve our product. For each major change in our product, making sure the team is fully aware and ready to reply to customers.
• Crisis management: Use and improve our emergency process during worktime and on-call times to alert on new issues and provoke quick resolution of criticial issues
• Use your experience to help and educate the team to be more efficient in solving issues and keeping the CSAT as high as possible.
• Keep ahead of industry developments and apply best practices to areas of improvement.

• Minimum 7 years of call centre/customer service experience managing a team.
• Positive and passionate leader, you are continuously eager to engage, coach and train your team, and the team’s well-being is the pillar of your success.
• Obsessed by the customer satisfaction, you always find a solution to your problem, and put yourself in our users’ shoes to deliver the most optimal support.
• Excellent verbal and written communication skills in French and you can speak English fluently.
• Highly motivated & energetic, proactive and always eager to improve ways of working.
• Flexible and able to thrive in a fast paced, high growth environment

What we offer

• Competitive Salary
• Remote working once a week
• Brand new offices in Tangier
• Pension & Healthcare scheme