Enterprise Accounts Team Lead

• Team Management: Overseeing day-to-day operations, managing team schedules, assigning tasks, and ensuring coverage during all business hours.
• Performance Monitoring: Tracking and evaluating the performance of team members through metrics such as response times, resolution rates, and customer satisfaction scores.
• Training and Development: Conducting training sessions for new hires, providing ongoing training for existing staff to improve their skills, and keeping the team informed about new products, services, and company policies.
• Customer Interaction: Handling escalated customer experience issues that frontline representatives are unable to resolve, ensuring that customer concerns are addressed promptly and satisfactorily.
• Quality Assurance: Implementing and maintaining quality assurance processes to monitor and enhance the quality of customer interactions.
• Feedback Collection: Gathering feedback from customers and team members to identify areas for improvement and to inform the development of new strategies and processes.
• Reporting: Preparing regular reports for senior management detailing team performance, customer satisfaction, and areas for improvement.
• Collaboration: Working closely with other teams, such as onboarding, product, and development, to ensure customer feedback is integrated into overall business strategies.
• Conflict Resolution: Mediating conflicts within the team and between customers and representatives to maintain a professional and smooth working environment.
• Resource Management: Managing resources such as software, tools, and other materials necessary for delivering an excellent customer experience.

• 3+ years of hands-on experience as a technical customer experience manager - Must
• High proficiency in English (reading, speaking & writing) - Must!
• Strong leadership and management skills, with proven ability to motivate and inspire team members, overseeing a team of five employees or more - Must
• Bachelor's degree in Computer Science, Business Administration, or a related field.
• Ability to extract actionable insights from large data sets, create impactful visualizations, make decisions, and tell compelling stories through data.
• Experience working with Tableau/PowerBI, Monday, JIRA, SalesForce
• Good familiarity with Google Analytics, SQL, Python, and JS. An advantage
• Tech-oriented. Resourceful and innovative thinker with the ability to solve problems and execute tasks in a fast-growing company.
• Strong organizational skills, attention to detail, ability to prioritize and meet targets and commitments.
• Exceptional interpersonal and communication skills to collaborate effectively with diverse internal and external stakeholders.
• Ability to thrive in a fast-paced and dynamic work environment, with a strong sense of accountability and adaptability.
• Availability to work Monday through Friday, from 13:00 to 22:00 IL time.
• Experience in AI methodology and tools in the CX world. An advantage

Mploy