Job Description

Hello! 👋🏽

At Factorial we're looking for a new Customer Support Team Lead to help us boost the company to the next level.

We believe in developing our team, spreading our company culture, and sharing our views on how Human Resources can make a difference for organizations all over the world.

Ready to be part of the challenge?🚀

The Role

We are looking for a Customer Support Team Lead to join our team.

• Supervise and guide the customer support team.
• Set clear team goals and monitor team performance. Conduct regular team meetings to update members on best practices and continuing expectations.
• Handle escalated customer issues and provide resolution.
• Ensure high levels of customer satisfaction through excellent service.
• Analyze customer service metrics and feedback to identify areas for improvement.
• Develop and implement customer service procedures, policies, and standards.
• Train new team members and provide ongoing coaching.
• Identify training needs and organize development programs.
• Prepare and present regular reports on team performance and customer feedback.
• Analyze data to provide actionable insights to senior management.

Your Profile 🧐

• Proficient level of Spanish and English expert speaker
• You demonstrate full ownership on each activity you develop.
• You are proactive and you like to put forward new ideas.
• Excellence in communicating and problem-solving.
• Previous experience handling Customer Support/Customer Experience teams is needed.

Perks of being part of our team 😏

• High growth, multicultural and friendly environment 🤝
• Save expenses with Cobee 💰 and get your salary in advance with Payflow 💸
• Healthy life with Gympass 🧘🏽‍♀️ and Alan as private health insurance 🩺
• Language classes with Yolk Academy 👩🏽‍🏫
• Syra discounts, Nora & Apeteat lunch❗
• Breakfast in the office, organic fruit🍏 and free caffeine and theine☕
• Flexible schedules ⏰, pet Friendly 🐶 and no dress code!😀

About us 🚀

Factorial is an all-in-one HR Software fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data and make better business decisions. Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over +900 people in Barcelona, Brazil, Mexico, and EEUU offices. 🌎

Our Values🫀

• We own it We take responsibility for every project. We make decisions, not excuses.
• We learn and teach We're dedicated to learning something new every day and, above all, share it.
• We partner Every decision is a team decision. We trust each other.
• We grow fast We act fast. We think that the worst mistake is not learning from them.

Wanna learn more about us? Check our website!