Team Lead Customer Experience

About Localyze

Welcome to Localyze, where we're reimagining how people move for work. Our mission is to tear down the barriers that limit talent and opportunity. We bring together seamless technology, transparency, and unrivalled service to make this happen. Founded in 2018 by three visionary women who believe in unlocking human potential without borders, Localyze has built a centralised platform that decentralises the world. We empower companies to hire from anywhere and enable individuals to choose where they live and work.

Global working is in our DNA. Our vibrant team, comprised of almost 50 Localitos from 15+ nationalities, fuels our creativity and innovation and we're always looking for ways of expanding both our product and our reach!

If you're passionate about redefining global mobility, pushing boundaries, and making a real impact, Localyze is the place for you. Join our community, shape the future, and rewrite the rules of the global workforce.

About The Role

Embark on a journey to build a world without borders. We're looking for a dynamic Team Lead for our German Customer Experience Team. As the CX Team Lead, you'll be at the helm of a dedicated customer support team responsible for delivering top-notch talent support. Your role encompasses guiding and overseeing the day-to-day operations of the team, ensuring they meet targets and maintain high Customer Satisfaction Scores (CSATs). Additionally, you'll nurture the team's growth through coaching, conducting regular employee feedback sessions, and aligning workforce planning with business needs.

What You'll Do

Ensuring Key CX KPIs

• Take ownership of your team's performance metrics, including CSATs, efficiency, quality, customer satisfaction, and other KPIs, consistently surpassing set benchmarks
• Continuously monitor adherence to KPI benchmarks and performance manage team members who are not meeting KPI goals
• Handle customer complaints and escalations in association to KPIs and CX satisfaction not being met, ensuring swift issue resolution to maintain high customer satisfaction levels
  
  

People Management

• Lead, motivate and develop the team to achieve the company goals and to perform to their full potential in serving our customers.
• Mentor and coach team members to elevate their skills and performance, conducting regular employee feedback sessions and jour fixe to provide guidance and support
• Efficiently manage the team's workload and schedule to ensure optimal resource utilisation and coverage
• In case of capacity issues, help the team triage efficiently and make sure core processes and tasks remain covered
  
  

Cross-functional Collaboration

• Forge strong partnerships with internal stakeholders, such as Sales & Customer Success, to ensure that our support organisation aligns seamlessly with the business' needs
  
  

Strategy & Processes

• Proactively identify areas for improvement in our customer support processes and recommend actionable solutions to enhance customer outcomes
  
  

What We're Looking For

You'll thrive in this role if you have:

• A proven track record with over 2 years of experience as a Team Lead in a B2B SaaS customer experience/support role or a related field.
• Exceptional leadership skills, capable of cultivating high-performing teams.
• The ability to foster team cohesion, engagement, and retention through effective bonding and interaction.
• A role model's attitude, radiating positivity throughout the team.
• Proficiency in workforce planning, tooling, and resource allocation.
• A data-driven mindset, harnessing insights to drive continuous performance improvements.
• A strong sense of empathy, extending both to your team members and our valuable talents/customers.
• The agility to swiftly comprehend challenges and craft creative real-time solutions, even in high-pressure situations.
• Prior experience in a fast-paced environment, ideally within a startup context with a support organisation.
• Fluency in both German and English, complemented by excellent communication skills, both written and verbal.
• A bonus if you have previous experience in HR tech or global mobility companies.
  
  

Why Choose Us

At Localyze, we offer:

• Inclusion in our passionate and globally diverse team, where three female founders lead the way, with over 55% female Localitos.
• A Macbook for your remote work setup, allowing you to work from Germany, Ireland, Portugal, Spain, or the UK.
• Statutory healthcare coverage and enticing perks.
• A market-related salary, inclusive of employee stock options.
• An annual learning & development budget to continuously expand your knowledge.
• A work-life balance with access to mental health support, featuring eight 1:1 coaching/counseling sessions annually, plus unlimited access to courses, digital resources, and roundtable discussions.
• Paid time off and parental leave, along with an extra day of celebration!
• Participation in company-wide events and international retreats
  
  

What We Offer

At Localyze, we offer:

• No Office, No Borders: Embrace the freedom to work from anywhere within our entities in Germany, Portugal, Spain, or the UK. Plus, make the most of Workations!
• Craft Your Workspace: Create your ideal workspace with our annual LocaBoost allowance, you can kit out your home office or put it towards a local coworking space – the choice is yours.
• Equity for All: We believe in shared success. Join us, and not only become part of the Localyze team, but also an integral stakeholder in our growth with an attractive equity plan.
• Grow With Purpose: Fuel your growth mindset with an annual learning & development budget. We're invested in your career journey.
• Wellness Boost: Balancing work and life is an art, and we're here to support you. Enjoy a monthly wellness stipend to be spent flexibly, plus access to OpenUp for 1:1 coaching sessions, unlimited courses, digital resources, and roundtable discussions.
• Out of the 'Virtual' Office: Enjoy 28 days of paid time off, plus local public holidays, and here's a little extra – an additional celebratory day off just for you!
• Family First: Welcoming a new family member? Take the time you need with parental leave to bond and cherish those precious moments.
• Globetrotter Gatherings: Keep the team spirit high with not one but two team meetups per year. And wait for it – an annual international company-wide retreat. Picture this: Portugal in 2022, Italy in 2023 – and who knows where next?
  
  

Diversity & Inclusion @ Localyze

As an equal opportunity employer and advocates of Diversity and Inclusion, we proudly welcome applications from people of all races, ethnicities, disability statuses, ages, religions, gender identities, and sexual orientations. We encourage you to apply even if you don't think you meet all of the criteria above but are still interested in the role and mission. Nobody checks every box, and we're looking for team members who are genuinely excited to join Localyze!

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