Customer Experience Team Lead

Who you are

You have a proven track record in customer experience management, with experience leading teams to deliver exceptional support. Your leadership style fosters a culture of collaboration and empowerment, ensuring that your team is motivated and equipped to provide top-notch service. You understand the importance of customer feedback and use it to drive continuous improvement in support processes. You are adept at managing multiple priorities and thrive in a dynamic environment where you can make a significant impact on customer satisfaction.

You possess strong communication skills, allowing you to effectively engage with both customers and internal stakeholders. Your ability to analyze customer needs and translate them into actionable strategies is key to your success. You are passionate about technology and how it can enhance customer experiences, and you stay updated on industry trends to ensure your team is always at the forefront of best practices.

Desirable

Experience in the food or retail industries is a plus, as is familiarity with API-driven platforms. You may have a background in technical support or customer success, which will help you understand the complexities of the solutions Deliverect offers. A customer-centric mindset is essential, as is the ability to adapt to changing customer needs and market conditions.

What you'll do

As the Customer Experience Team Lead, you will be responsible for leading and developing a high-performing support team during a period of exciting regional growth. You will optimize local support workflows to ensure that both SMB and enterprise clients receive unparalleled technical assistance. Your role will involve collaborating with global stakeholders to align support strategies with business objectives, ensuring that customer needs are met effectively and efficiently.

You will champion a customer-first culture within your team, advocating for the needs of customers and ensuring that their voices are heard in product development and service enhancements. You will implement training programs to develop your team's skills and knowledge, enabling them to provide personalized guidance and support to customers.

In addition to managing day-to-day operations, you will analyze customer feedback and support metrics to identify areas for improvement. You will work closely with other departments to ensure that customer insights are integrated into product development and service delivery. Your leadership will be crucial in fostering a culture of continuous improvement, where your team is encouraged to innovate and find new ways to enhance the customer experience.

What we offer

Deliverect offers a flexible work schedule, allowing you to balance your professional and personal life effectively. You will have the opportunity to work in a hybrid environment, spending three days in our Casablanca office and two days working from home. Our company culture emphasizes collaboration, innovation, and a commitment to customer success, making it an exciting place to grow your career.

You will be part of a dynamic team that is dedicated to empowering customers and driving their success. As the Customer Experience Team Lead, you will play a pivotal role in shaping the future of customer support at Deliverect, making a meaningful impact on how businesses connect with their customers in a rapidly evolving global market. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.