Italy Customer Operations Team Lead

6 mesi fa

Milano, Italia WeRoad A tempo pieno

**ABOUT WEROAD: CONNECTING PEOPLE, CULTURES, AND STORIES**

Founded in 2017, WeRoad is a fast-growing startup that is disrupting the travel industry in Italy, Spain, Switzerland, UK and also...in Germany and France

With more than 160 team members and 2k Travel Coordinators, we are a community of travelers, united by their love for travel, adventure, and discovering faraway lands and cultures. We bring together small groups of like-minded millennials and send them on life-changing experiences to 100+ destinations all over the globe.

We're on a mission to design and deliver experiences worth living and sharing, through rewriting the rules of the travel industry.

**ABOUT THE ROLE**

**JOB TITLE: CUSTOMER OPERATIONS TEAM LEAD**

**LOCATION: MILAN**

**TYPE OF CONTRACT: FULL TIME, FIXED TERM OR PERMANENT DEPENDING ON SENIORITY**

**SALARY RANGE: UP TO €32.000 + 10% OF BONUS.**

**What you'll do:
- Manage the Customer Care team, supporting in the hiring, onboarding and training of new hires
- Come up with new operational frameworks for Customer Care, to improve current processes and reduce manual work
- Being the ‘watchdog’ and monitoring all phases of post-booking experience
- Achieve agreed upon post sales targets and team SLAs
- Support team operations and clients’ management (both inbound & outbound requests)
- Check customer feedback to create strong, positive experience that exceeds their expectations
- Work closely with Sales & Community Management teams to ensure a best-in-class customer experience and take care of any customer issues
- Own certain operational metrics including overall online reviews & cancellation rate
- Manage the payment process
- Be a customer advocate while capturing customer feedback and reporting requests to other teams
- Analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model
- Listening carefully our few WeRoaders complaints, transforming the hiccups of on-tour experience in a best in class post tour support
Emergency coverage: map anomalies, emergencies or potential crises, in order to offer the best support on-site to pax & coordinators. Be calm, effective & efficient in delivering the right solution

**What we’re looking for:
- **3+years experience in customer-facing roles, such as Customer Service, Customer Support or Sales Management. Excellent Customer Service skills.**
- Strong empathy skills
- Strong leadership skills to motivate and boost the team performance
- Passionate about driving success for customers. Mentality that the client is never at fault and that we meet them where they are to deliver the kind of value they need from us.
- Ability to remain calm under pressure and to thrive in a dynamic and fast environment
- Awesome communication skills both in English and Italian
- Out-of-the-box thinking and strong attention to details
- Competent in Data analysis & interpretation

**You will love working at WeRoad if**:

- You are ambitious, want to build and be part of something huge, growing faster than you thought possible
- You love travel and want to join a young, smart, and fun team of people who love it, too
- You prefer adventure instead of daily routine and love working in a fast-paced, dynamic environment
- You are an entrepreneur at heart and a self-starter and aren't afraid to take on a lot of responsibility, right from the start
- You welcome feedback and see mistakes as stepping stones to success

**What we can offer**:

- **A free WeRoad trip **every year to the destination of your choice. You didn't think we'd leave you hanging, did we? Become one of our Travel Coordinators and you could go abroad even more often.
- **A great workspace. **You will be working in our HQ in Milan, our very own coworking space called "C30" which embodies our company culture. There you'll find an open space layout, a fully equipped kitchen, an area for relaxing, table football, a company library, and a Tibetan bridge (yes.. we’re serious).
- **Opportunities to learn and build your network.** Join the training program of our holding company, OneDay, and participate in the many meetups and events we host at our HQ or local offices to have fun and share knowledge with other people in the industry. In addition, we invest in training our employees, both on an individual basis but also as a team.
- **Best-in-class benefits.** We have a generous paternity and maternity leave policy and give a bonus to newlyweds and new parents
- **Unlimited Holiday**. You are the master of your own time. We have an unlimited holiday policy and encourage each employee to be their own entrepreneur. We also have a tradition that everyone takes at least a half-day off on their birthday.
- **Fun** We schedule regular team-building events throughout the year and provide plenty of opportunities to meet our Travel Coordinators and WeRoaders.
- **Hybrid working. **Remote and flexible workin

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