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    Customer Care Team Lead - Raleigh, United States - Rezdy Pty Ltd.

    Rezdy Pty Ltd.
    Rezdy Pty Ltd. Raleigh, United States

    3 weeks ago

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    Description

    **Customer Care Team Lead (US)**

    at Rezdy Raleigh, North Carolina, USA **Customer Care Team Lead**

    Rezdy is the worlds leading independent B2B cloud-based booking and distribution platform in the Experiences sector. Our mission is to power the growth of the experiences industry through tools and connections that make life easier. Chances are, if youve ever booked a tour or activity, youve interacted with Rezdys platform.

    On one hand, we help experience operators, such as whale watching tours, cooking schools and amusement parks manage their bookings online and connect with a wide distribution network of resellers. On the other hand, we help those looking for experiences and inventory to resell to expand their own customer offering, such as online travel agencies (OTAs), tourist information centres, hotel concierges and local travel agents.

    Were a well established global scale-up. We launched in 2011 and now help thousands of suppliers and resellers in over 100 countries to get more bookings, save time and get connected to one another.

    Our Customer Care Team delight in providing the best possible experience and play an integral role in supporting and retaining our customers. We're looking for a Customer Care Team Lead to join our Raleigh team. Being the actual definition of awesome you will set upon your crusade to solve our customers issues with empathy while leading a team of amazing support specialists.

    **What you will do:**

    Analyse and report team performance, identifying roadblocks and areas of improvement in soft skills, technical competences and workflows to keep our CSAT level high.

    Be accountable for the day-day operation of the team including rostering and workforce planning, ensuring cases are dealt with in a timely and effective manner focusing on first contact resolution.

    Be a subject matter expert for Rezdy products and services. Have an in-depth understanding of the product, the service you deliver and the tools that you use so that if necessary, you can assist and guide Customer Care Specialists in their role.

    Ensure that the Level 1 team is escalating correct issues to Level 2/3 Support and that consequential customer communication is appropriate and timely.

    Master our ticket management system technology to propose and implement stronger monitoring of activity and improve ways of working, in alignment with the Customer Operations Managers.

    **Who you are:**

    2 + Years leading a support team

    You are curious and passionate about the ever-changing Technology industry

    You are a self-starter who is excited to learn about new things (like our Product)

    You enjoy working in a helpdesk or technical support role

    You have superb communication skills

    You enjoy finding ways to delight customers and deepen relationships

    You thrive in a fun, fast paced environment that has maintained its start-up feel - giving you the space to grow

    You are on the hunt for a company where you can develop your career

    You have experience (or interest) in software, API's, HTML /CSS

    You may have experience in Zendesk or similar helpdesk ticketing tools

    You have lots of experience with CRM systems and telephony systems

    **Whats in it for you:**

    Work with a fascinating product in a high growth tech-thirsty industry

    Passionate team with opportunity to work across exciting projects

    You can own it and make it happen

    Opportunities to step up for high achievers

    Diverse Scaleup culture

    Your Rezdy anniversary day off to thank you for a great year

    Company wide innovative and collaborative hack events every quarter

    The opportunities to share this success are limitless, the conversations are genuine, customer impact is meaningful and we have fun along the way.

    Come and join us on this adventure

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