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Customer Experience Team Leader

Guesty

Guesty

Customer Service
Metro Manila, Philippines
Posted on Thursday, April 4, 2024

Customer Experience Team Leader

  • Customer Experience
  • Philippines - Manila
  • Mid- Senior

Description

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

If you're looking for a supportive environment where you can make your voice heard and be given the opportunity to grow, join our team of creators that are out to transform the hospitality industry. The Customer Experience (CX) Team Leader’s responsibilities include managing a team of experienced CX Specialists and guiding them to reach their goals. To be successful in this role, you should be an excellent communicator and leader who is ready to hit the ground running.

Responsibilities

Among your responsibilities as a Customer Solutions Team Leader, you will be:

  • Managing, developing, and supporting a team of CX Specialists
  • Maintaining the team’s professional goals, monitoring performance
  • Conducting hands-on, effective feedback conversations with the team.
  • Taking ownership of customer escalations
  • Managing a ticket queue based on priority and SLA protocols
  • Assisting in managing and handling customer queries in a timely and accurate way, via email, chat or phone.
  • Working closely with our developers, technical teams and other key stakeholders to ensure customer satisfaction.
  • Managing ad hoc projects and tasks related to the Customer Experience department.
  • Promoting and developing Guesty values

Requirements

Requirements:

  • Native English/Near-native speaker (or mother-tongue).
  • At least 2-years experience in a similar management role.
  • Analytical thinking and great attention to detail.
  • Tech-savvy - strong computer skills - a must (previous experience in a SaaS company: an advantage!).
  • Strong verbal and written communication skills.
  • Ability to adapt to a fast-pacing, changing environment.
  • Ability to use judgment and think outside the box.
  • Customer centricity mindset and an ability to go the extra mile to engage customers.
  • Fast learner, autodidact.
  • Familiarity with working in a data-driven environment.
  • Able to work in a deadline-driven environment.
  • Experience working with ticketing systems.