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Customer Care Team Lead

Criteo / Barcelona / Client Services & Strategy
This job post has now expired. Please see the other Criteo jobs available.
Job Overview

What You'll Do?

  • Lead and inspire a team of Customer Care Specialists by continuously developing and supporting them.
  • Manage the daily workflow and ensure KPIs are being met - making sure the company SLAs, quality, tone of voice, and key metrics are being met across the Customer Care Organization.
  • Lead team meetings and weekly 1-1s with all members, providing support and feedback on open cases as needed, and guiding wider discussions on skill and career development.
  • Conduct ongoing quality assessments of the team’s solved cases, providing helpful feedback on how to improve further where applicable.
  • Hire talent - lead the customer care specialist hiring process.
  • Take a leading role in the onboarding and training of new team members, which includes company products, how to use our tools, issue troubleshooting and resolution best practices, while ensuring that each specialist is ramped up quickly.
  • Foster a data-driven mindset, using Reports/Dashboards to analyse metrics to inform senior management on performance, market conditions, fluctuations in numbers and needs.
  • Identify opportunities for process automation and optimization, implement changes to enhance the customer experience, with a focus on scalability and driving customer satisfaction.
  • Act as the key interface between Customer care team and the wider business; communicate on regular basis with product and operations teams, participate in global and cross-department projects to make sure all the processes and the team are aligned

Who You Are?

  • Proven successful experience, leading a Customer Care Team within a fast-growing environment.
  • Experience in the digital sector is a bonus.
  • Language Skills: Fluent in English.
  • Strong analytical skills and data driven mentality. In-depth knowledge of performance metrics.
  • Creative problem solving and critical thinking skills with a bias towards action. High agility to adapt to changes in a fast-paced environment while finding creative fixes with an attitude of "doing things right".
  • Enjoy working as a true owner: assuming responsibility and commitment to ambitious goals. Extremely proactive. A strong desire to succeed and demonstrated self-starter who thrives in a team environment
  • Exceptional communication, leadership and organizational skills. Able to communicate effectively, provide constructive feedback, mentorship and coaching.
  • Strong self-awareness and openness for feedback and coaching
  • Strong people focus. You enjoy building and developing teams even within challenging times, and know how to make complex decisions thinking on the whole team.
  • Ability to see the big picture and cascade it to the team to ensure continuous alignment with company/department goals.
  • Strong knowledge of MS Office applications (Word, Excel, Outlook, PowerPoint) essential.

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Criteo Overview

Criteo is the global technology company powering the world’s marketers with trusted and impactful advertising. 2,800 Criteo team members partner with over 20,000 customers and thousands of publishers around the globe to deliver effective advertising across all channels, by applying advanced machine learning to unparalleled data sets. Criteo empowers companies of all sizes with the technology they need to better know and serve their customers.

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