Customer Support Tools Manager Global Operations Barcelona Hybrid Remote
Global Operations Barcelona Hybrid Remote Customer Support Tools Manager Paack is one of the hottest technology start-ups in the logistics sector.
It was founded three years ago by three Spanish friends and, since then, the company is experiencing strong growth in five countries working with top international retailers.
All this success is backed by renowned investors in Europe.
At Paack, we believe that the future of the last mile delivery is to allow customers to receive parcels at their convenience when, where and how they want.
Our mission is to help retailers boost their ecommerce sales by offering scheduled deliveries as the new standard.
We use in-house proprietary technology, and we thrive on service excellence.
Our team is multicultural, multilingual, highly qualified, entrepreneurial and, inherently, we like to work hard.
We enjoy all the challenges of scaling a global technology business and we face them with ambition.
At Paack we look for committed people who own their projects and see them through, inspire and support others, and constantly look to improve through their own ideas and initiative.
What you will do As the LiveOps Platforms Manager you will be the responsible for management of the current systems (Ticketing Tool, Telephony System, Quality Management, Knowledge Base, Chatbot, etc), developing of new tools and systems and ensure that they help the LiveOps (Customer Support & OCC) organization to provide and excellent and cost-effective service.
We are seeking a team manager with strong operational, leadership and technical skills to build out the team, processes, and tooling to create an amazing support platform.
Your main duties include:
Ensuring the availability and the scalability of our current systems Looking continuously for improvement opportunities both in current tools and new ones Managing implementation and integration of new systems for LiveOps Developing ad-hoc tools to increase the efficiency of the service Leading external/joint development projects Working closely with the LiveOps team to understand the needs of the operation Providing to other branches of Operations department with the required tools Managing contracts, negotiations, cost and licenses of all our systems Managing the workload within your team accordingly to the department priorities Working closely with Tech teams to ensure a solid infrastructure Measuring and optimizing the performance of the LiveOps tools What we look for +3 years experience in management support teams (especially on LiveOps areas) Experience on Customer Service tools (Ticketing & Telephony platforms and others) Experience on vendor management Knowledge of data integrations is a plus Experience on fast growing companies is a plus Experience on developing in-house solutions is a plus Experience on Twilio or similar Technical background Strong verbal and written communication skills in English & Spanish (other European languages will be a plus) Great team leadership and stakeholder management skills Excellent analytical skills Recommended Skills Analytical Chatbot Communication Customer Service Infrastructure Management Knowledge Base Estimated Salary: $20 to $28 per hour based on qualifications.
It was founded three years ago by three Spanish friends and, since then, the company is experiencing strong growth in five countries working with top international retailers.
All this success is backed by renowned investors in Europe.
At Paack, we believe that the future of the last mile delivery is to allow customers to receive parcels at their convenience when, where and how they want.
Our mission is to help retailers boost their ecommerce sales by offering scheduled deliveries as the new standard.
We use in-house proprietary technology, and we thrive on service excellence.
Our team is multicultural, multilingual, highly qualified, entrepreneurial and, inherently, we like to work hard.
We enjoy all the challenges of scaling a global technology business and we face them with ambition.
At Paack we look for committed people who own their projects and see them through, inspire and support others, and constantly look to improve through their own ideas and initiative.
What you will do As the LiveOps Platforms Manager you will be the responsible for management of the current systems (Ticketing Tool, Telephony System, Quality Management, Knowledge Base, Chatbot, etc), developing of new tools and systems and ensure that they help the LiveOps (Customer Support & OCC) organization to provide and excellent and cost-effective service.
We are seeking a team manager with strong operational, leadership and technical skills to build out the team, processes, and tooling to create an amazing support platform.
Your main duties include:
Ensuring the availability and the scalability of our current systems Looking continuously for improvement opportunities both in current tools and new ones Managing implementation and integration of new systems for LiveOps Developing ad-hoc tools to increase the efficiency of the service Leading external/joint development projects Working closely with the LiveOps team to understand the needs of the operation Providing to other branches of Operations department with the required tools Managing contracts, negotiations, cost and licenses of all our systems Managing the workload within your team accordingly to the department priorities Working closely with Tech teams to ensure a solid infrastructure Measuring and optimizing the performance of the LiveOps tools What we look for +3 years experience in management support teams (especially on LiveOps areas) Experience on Customer Service tools (Ticketing & Telephony platforms and others) Experience on vendor management Knowledge of data integrations is a plus Experience on fast growing companies is a plus Experience on developing in-house solutions is a plus Experience on Twilio or similar Technical background Strong verbal and written communication skills in English & Spanish (other European languages will be a plus) Great team leadership and stakeholder management skills Excellent analytical skills Recommended Skills Analytical Chatbot Communication Customer Service Infrastructure Management Knowledge Base Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
