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What you will be doing:
Team leading: To lead the team of Carro Customer Experience Specialists, deliver professional advice to customers who reach out to us, and make sure to convert them from online to physical sites appointments or inspections.
Manage performance and drive results: You will analyze, strategize, implement action items and motivate your team to meet and exceed targets on quality, efficiency/productivity, if applicable. You will also collaborate with other internal or external support teams critical to delivering results.
Lead, coach, mentor and motivate people: You will coach your team members, develop your own people, guide them and work with them to achieve their full potential. You will lead by example, resolving the toughest of issues from customers and ensuring that your team constantly performs at a high level.
Build and maintain stakeholder relationships: You will interact and collaborate with teams from the different regions and cities we support, constantly improving our level of service to customers through exceeding agreed service levels.
Lead improvements on support logic and processes: You will review, manage and proactively suggest enhancements to current policies and processes to ultimately win our employees, customers and stakeholders over.
What you will need:
Must have at least 2 years experience in a people manager role
Experience in Operational KPI and SLA management
Able to improve processes with data driven analysis and deep dive for root cause.
Dynamic, Resourceful, Self-initiated, proven track record of getting things done / make things happen
Team player
Operational excellence with strong work ethics and sense of accountability in a start-up environment.
Good presentation, interpersonal and communication skills.
