Team Lead - Customer Experience

Who we are

the worlds smallest book at Catawiki we come across exceptional objects such as these every day.

Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75000 special objects in auction every week each reviewed and selected by one of Catawikis hundreds of inhouse experts specialised in Art Design Jewellery Fashion Classic Cars Collectables and many more.

Weve sold 10 million unique items to date and its our mission to become the worlds most popular auction destination for special objects.

Were an innovative pioneering and fastgrowing scaleup. If you think you can make a difference to our team go ahead and apply.

About the role

As a Team Lead Customer Experience (CX) your focus will be on meeting new organizational objectives and goals and increasing our Customer Satisfaction. You will support guide and coach your team to ensure they perform at an optimal level and you will use your leadership skills to inspire motivate and engage your team. It will be your responsibility to create a cohesive team that works together efficiently and to maximize the teams potential.

To be a successful Team Leader for Customer Experience at Catawiki you should have a track record of leading a motivated and engaged team that delivers positive performance results in line with goals and targets. Excellent interpersonal skills are of paramount importance as you build quality relationships with your team and internal stakeholders.

What youll do

Results and Responsibilities

• Advise and coach CX Specialists on soft skills and best practices ultimately leading to higher productivity highquality team performance and improved customer satisfaction
• Day to day management including assigning tasks monitoring incoming volumes and adjusting schedules based on needs absences or shifting priorities
• Manage and coach a team of CX Specialists to ensure they meet departmental and team performance targets and KPIs while delivering exceptional customer service
• Handle daily escalations and cancellations for our team of CX Specialists

Tasks and Activities

• Foster a culture of team engagement recognizing and celebrating team members achievements and promoting collaboration and teamwork
• Monitor team performance metrics and provide feedback coaching and support to improve individual and team performance
• Develop and maintain effective customer service procedures and policies to ensure consistent quality and efficiency
• Have a good understanding of reports and dashboards and be able to give strategic input on customer service operations team performance and customer feedback to the Team Manager
• Collaborate with other teams such as sales and product development to ensure that customer feedback is incorporated into business strategies and product development plans
• Have 1:1 meetings on a regular basis conduct performance appraisals (midyear and endofyear) and hold standups with your direct reports
• Respond to customer inquiries and complaints providing timely and accurate resolutions to issues and ensuring that customer needs are met
• Manage and monitor ticket queues and volumes for optimal efficiency and productivity.
• Support the Team Manager with managing SLAs and implementing new tools processes and procedures
• Report to the CX Team Manager and serve as a backup in case of shortterm absence

What youll bring

• At least 1 year of experience in customer support teams including managing a team of at least 10 specialists
• A balanced leader with a passion for inspiring motivating and engaging a team
• Fluency in English (additional languages are a plus)
• Proven experience with KPIs and OGSM
• Strong stakeholder management skills and expertise
• Ability to prioritize tasks effectively and address ad hoc situations
• Relevant experience or a strong interest in identifying and implementing improvements new processes and tools
• Based in Lisbon Portugal
• Regular office attendance is required to support your team
• Fulltime availability (40 hours per week) is needed including working every weekend (with weekend work being remote)

Heres what we can offer you

This is your chance to join our mission to fulfill peoples passions as part of a young and dynamic organization. Youll be part of an enthusiastic highly motivated team of 800 Catawikians.

Additionally you can expect:

• A challenging role in a diverse international and fastgrowing organisation with over 50 nationalities.
• Regular fun activities both on and offline e.g summer parties boat rides and regular team events.
• Great secondary benefits including a holiday allowance and a fantastic pension plan paid for by Catawiki.
• Hybrid ways of working between home and office. We offer remote and activitybased working suited to the team and individual responsibilities
• We care about our teams wellbeing and offer a holistic wellbeing programme including our Employee Assistance Programme offering clinical services singlesession therapy wellness support and more.
• Tailored learning and development opportunities to support your personal and professional growth;

We want to help you celebrate special occasions in life by:

• Provide employees with a 100 EURO Catavoucher upon joining and 50 EURO birthday Catavouchers;
• Extra days of annual leave for work anniversaries at 3 5 8 and 10 years;
• Additional leave allowances for important life events such as moving engagement & marriage;
• Each year Catawikians get an additional days leave to Pursue their Passion!

Please note that our benefits offering changes depending on which country you are employed in. For our countryspecific offering please ask your recruiter.

Our commitment to you

Catawikis eclectic team represents an international and intergenerational mix of people from different professional and cultural backgrounds. We foster an inclusive and queerfriendly work environment committed to making every Catawikian feel welcomed and empowered. Whatever your story we encourage you to bring your unique perspective to the table.

Catawiki stands with Ukraine and encourages people displaced by the current conflict to apply. In addition to the several initiatives weve launched were open to ideas on ways we can continue to support the humanitarian effort.

Our offices and way of working

We have sensational offices in Amsterdam Paris and Lisbon. Most of our employees are within commutable distance of one of our office locations and enjoy a hybrid work model. This means we expect you to be in the office 2 out of 5 days roughly 40% of your working time to collaborate and connect with each other. The exception is of course if the job description specifically states that the role is 100% remote as some experts and sales positions are.

Interested

Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to .

If youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description we encourage you to apply anyways. You may be just the right candidate for this or other roles.