Care Team Lead Bordeaux - Lydia Solutions

Lydia Solutions

Entreprise vérifiée

Bordeaux, France

il y a 5 jours

Posté par:

Sophie Dupont

beBee Recruiter

Description

With 250 employees based in Paris, Nantes, Bordeaux and Lyon, Lydia has set itself the task of changing the codes of the bank by offering all the essential services to manage your money on a daily basis through a simple, accessible and enjoyable customer experience.

Part of our growth strategy is centred around attracting top talent to help us nurture our ongoing success. We are now looking for our new Care Team Lead.

Reporting to our VP Customer Care, you will join the Customer Care team.

Our Customer Care team is made up of nearly 100 people and is growing rapidly to support the growth of our user base.

In order to succeed in this major transformation, we believe that our teams must benefit from a close and supportive management (from 5 to 9 agents per manager), embodied by our Care Team Leaders

Their purpose :

to ensure that the Customer care Specialists under their responsibility have the best possible conditions to achieve their objectives.

What you will do:

Animate your team on a daily basis and coordinate its activities (planning, staffing) ;
Support your team in the management of customer requests (management of complex cases, coordination with other departments) ;
Participate in recruitments, organize the onboarding of our newbies and contribute to the development of their skills ;
Identify individual or collective support needs and set up associated action plans ;
Manage the main KPIs of your team (productivity, quality, customer satisfaction) ;
Lead all the management and HR processes of your team (performance review, personal development plan).

You are in the right place if:

You have a solid experience in Customer support, a strong leadership, and you have already managed a customer service team ;
You are detailsoriented ; You are recognized for your pedagogy : you like to explain things in a simple way, to share as much information as you can, and you're satisfied when you make people around you improve themselves.

And it's a plus if: