DirecciónAt SpotOn, we’re helping small businesses and restaurants compete and win with technology to better connect with their customers. Think marketing software, website development, e-commerce, reservations, online ordering, digital loyalty, review management, and both retail and restaurant point-of-sale (POS) solutions.
Recently, SpotOn has:
- Raised $300M in Series F funding (valuing SpotOn at $3.6 Billion)
- Earned awards for Great Places to Work and Built In’s Best Places to Work
- Earned award for Inc’s Fastest Growing Company in 2023
- Rated the top-rated point-of-sale (POS) for Restaurants, Bars, Retail, and Small Business by Capterra users
- Helped local businesses succeed with technology and support to battle through the labor shortage while also helping their employees earn more.
This year, we’re going even bigger—caring hard and moving fast down the path of high growth and positive impact.
That’s where you come in.
We are looking for an experienced Leader to help grow our Client Experience team. The successful candidate will be responsible for leading a team of 6-8 Client Experience Analysts to deliver excellent client support. The Client Experience Leader will provide guidance, coaching, and support to Analysts to ensure they meet or exceed performance goals and customer satisfaction metrics.
Roles & Responsibilities:
- Provide coaching, mentoring, and training to team members to ensure they meet or exceed performance goals, customer satisfaction metrics, and quality assurance assessments
- Reallocate & assign Salesforce cases to agents as needed
- Monitor Pod’s business performance, as you will be held accountable for the SLA's, AHT, and KPI’s
- Real-time agent call listening and call screen flagging to QA for analysis
- Follow up and ensure that agents take re-training courses recommended by QA
- Call handling as per business requirements
- Collaborate with other teams, such as training, quality assurance, and workforce management to ensure consistent and effective customer service delivery
- Conduct regular team meetings and provide updates on company policies, procedures, and product updates
- Provide agent performance kudos & disciplinary action recommendations to Client Experience Manager
- Provide feedback & visibility to Manager into daily field operations by identifying trends and potential opportunities for improvement
- Promote collaborative culture within assigned pod (agent ambassador)
- Participation of new hire candidate selection
- Exposure & limited participation in disciplinary action meetings
- Submit Help Desk requests (Password Resets, Hardware / Software Requests, etc.)
- Perform other duties as assigned by Client Experience Manager
Qualifications:
- Minimum one year of prior experience with relevant leadership role strongly preferred
- Excellent English / Spanish communication skills, both verbal and written
- Proven strong problem-solving and critical thinking skills
- Proven ability to work effectively under pressure and handle multiple tasks simultaneously
- Proficient with internal software applications such as CRMs, Salesforce, Talkdesk, Point of Sale Systems, etc.
Career Development:
As a Client Experience Leader, there are skills that your Manager will help you to develop and refine. You can expect to have training in the following areas:
- Introduction to Business Management
- Getting to know the broader organization structure & needs of the business
- Enforcing metrics such as KPI's / SLA's / AHT
- Effectively hosting team communications, & analyst coaching
- Exposure with the hiring process & disciplinary action discussions
Area:
Paseo de la Reforma (CDMX)
How to Apply:
If you are interested in this exciting opportunity, please apply through this job posting and include your most recent resume.
SpotOn is an e-verify company.
