Customer Service Leader

Company Overview :

Join the vibrant team at hellotax, a friendly and creative SaaS company revolutionizing VAT management. With a diverse set of employees, hellotax is recognized as a top workplace, offering a dynamic environment where innovation thrives.

Position Overview :

As a Customer Service Leader, you will play a pivotal role in coordinating the CS Team. You will be responsible for managing the relationships with our Customers, throughout their journey with us.

Your Goals :

• Set, monitor and improve SLAs and KPIs.
• Reduce the number of tickets created for Customer Support. Ensure the tickets represent individual requests and are not reopened with new, different requests.
• Spot opportunities for new tool features that grow the client self-service.
• Reduce the administrative work so that the team spends more time in tasks that add value to our clients.

Responsibilities :

• Develop Service Policies: Create and update customer service procedures and standards and contribute to the specification of new self-service features for the tool.
• Enhance Customer Experience: Develop and implement strategies to increase customer satisfaction and loyalty.
• Issue Management: Follow-up with Marketing on customer-reported issues in the tool.
• Set Clear Objectives: Define goals for the customer support team and design plans to achieve them.
• Record Keeping: Maintain accurate records of customer interactions and actions taken.
• Data Analysis: Evaluate statistics and compile reports to identify areas for improvement in client satisfaction and self-service capabilities of the tool.
• Team Management: Recruit, train, and develop customer support staff, fostering a motivating work environment.
• Manage daily workloads focusing on SLA accomplishment.
• Interdepartmental Collaboration: Work with other departments to ensure a consistent and efficient customer experience.
• Resource Control: Manage the department's budget and ensure efficient use of available resources. Keep ahead of industry developments and apply best practices to areas of improvement.

Requirements :

• 3 years proven working experience as a customer service manager.
• Excellent knowledge of management methods and techniques specific to Customer Support.
• Working knowledge of customer service software, databases, and tools (Jira, Zendesk).
• Ability to think strategically and to lead.
• Strong client-facing and communication, conflict resolution skills.
• Outstanding organisational skills.
• Advanced troubleshooting and multi-tasking skills.
• Customer service in automated or SaaS businesses orientation.
• Fully fluent in English, German appreciated.
• Willing to work remotely as a freelancer.
• Degree in Business Administration, Finance, Law, or related fields.

Valued Competencies :

• Tax Knowledge: Understanding of tax regulations and related processes.

Languages :

English : Fluent (Business Level) Required for internal communication, documentation, and interaction with international clients and partners.

Work Schedule and Compensation :

• Full-time position, Flexible Schedule.
• We aim to offer a competitive compensation aligned with market expectations and our company's compensation strategy. We are prepared to adjust the offered salary within the provided range based on the candidate's experience, industry expertise, and the specific demands of the role.

Join hellotax and embark on an exciting journey where your skills and passion for customer care will make a meaningful impact on our clients' success. Apply now to become part of our dynamic team!