Customer Care Lead

hace 1 semana


Capital Federal Buenos Aires, Argentina Colppy A tiempo completo

Colppy es un servicio para PYME y contadores a través de un sistema 100% online de gestión contable y administrativa a muy bajo costo. Estamos en constante crecimiento por lo que estamos buscando un **Customer Care Lead **para sumar a nuestro equipo.

En este rol tus responsabilidades principales serán:

- Mejorar constantemente la satisfacción de los clientes a través de la resolución eficiente de las situaciones cotidianas de los usuarios, haciéndose cargo de cada una de las oportunidades de mejora que se presentan en las encuestas y detectadas en el trabajo diario.
- Impulsar, desafiar y dar seguimiento a su equipo de trabajo para que mejoren los procesos internos, se genere un buen ámbito laboral y cumplir nuestros objetivos de área.
- Planear, elaborar y ejecutar en conjunto con el CSM estrategias y proyectos para lograr mejorar los KPIs del área.
- Servir como aliado estratégico al equipo de producto a través de la recopilación de información, clasificación y análisis de los principales inconvenientes por los cuales nuestros usuarios nos contactan y califican. Así como también informar sobre cambios en normativas contables que puedan afectar la prestación del servicio.
- Obtener leads para poder generar upsell y sumar de empresas adicionales. Y mantener un net retention de acuerdo a los objetivos del área.

Como resultados principales esperamos:

- Proyectos de mejora para la eficiencia del servicio entregado por Colppy a través de mejoras tecnológicas, automatización de procesos, AB testing de estrategias de comunicación entre otros.
- Check in diarios, semanales y mensuales con sus mandos directos para hacer seguimiento detallado del cumplimiento de metas
- Facilitar a sus mandos medios decisiones de alto impacto
- Evaluar constantemente la estrategia de operación en base a los resultados esperados y los reales
- Compartir y apoyar los planes y metas de las otras áreas
- Ser promotor de la cultura Colppyer tanto dentro como fuera de su área
- Profesionalizar a su equipo y generar una dinámica de trabajo de mejora continua.

Para considerar tu postulación tendremos en cuenta las siguientes características:

- Carreras afines: Contador (recibido o cursando últimas materias).
- Años de experiência: +2 años en puestos similares.
- Experiência en el rol: Trabajo relacionado a usuarios o clientes en roles de liderazgo.
- Estudios complementarios:
Liderazgo
OKRs
SQL
Conocimiento de Jira y metodologías ágiles de priorización
Conocimiento de metodologías de NPS y encuestas para SaaS
Conocimiento de intercom y/o Appcues
- Idiomas: Inglés (deseable).


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