Job Description
This position is remote-friendly.
About our Customer service
Our mission is to make each of our users feel special by answering their requests quickly and in a personalized way. We are the voice of our users at Joko. All the decisions we make serve the satisfaction of our users, and we strive to provide the best customer service. We work closely with other teams to give our users the best experience possible when they contact us, and to ensure to provide agents with the right tools and processes to handle requests.
What you will do
As a Care Lead, you will report to Quentin, our COO, in charge of the Operations department. You will oversee the daily operations of our customer service, ensuring we meet the needs and expectations of our users.
Your responsibilities:
Partner Management: Build strong relationships with our outsourcing partners, monitoring their team performance to ensure high-quality service delivery. Provide coaching and feedback as needed to maintain excellence.
Team Leadership: Build and manage a high-performing team, fostering a collaborative, accountable, and growth-oriented environment.
Operational Excellence: Ensure we have the right resources in place at the right time. Monitor the quality and performance of customer service operations, driving success metrics such as CSAT and SLAs.
Customer-Centric Culture: Champion a culture of customer satisfaction across the organization, ensuring all teams understand their role in enhancing the user experience.
Strategic Process Improvement: Develop and implement effective customer support strategies, processes, and tools to elevate user satisfaction and loyalty, ensuring alignment with user expectations while optimizing costs