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Customer Support Manager in Barcelona

ABA English

Workplace
Onsite
Hours
Full-Time
Internship
No
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Job Description

ABA English is a fast-growing EdTech company specialized in teaching the English language via the web and mobile devices. Over 25 million people from +170 countries around the world currently learn English with ABA.  

We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient manner, to increase customer satisfaction, loyalty and retention.

What You’ll Do

  • Supervise and Manage all customer support operations and functions.

  • Improve customer support quality and service results by monitoring competitors, studying best in class companies, evaluating, and redesigning processes; monitoring and analyzing results; implementing potential changes.

  • Collaborate with cross-functional teams to identify breakdowns in process/communication and ensure a seamless customer experience.

  • Manage CS Samples, sample request, shipments and showroom maintenance.

  • Contribute with hands-on involvement in all aspects of customer support.

  • Play a significant role in long term planning, always looking for ways to improve the customer experience.

  • Prepare and review reports and take appropriate action.

  • Communicate any shipment/fit or return issues to internal partners.

  • Manage customer support by obtaining, analyzing and verifying customer’s needs.

  • Manage company KPI’s for Customer Service and Success.

What you’ll definitely need

  • Bachelor’s Degree in Business Administration, Communications or a related field.

  • 4+ years customer support supervisory experience, preferably in E-commerce or SaaS service.

  • Must be internet savvy and have strong technical skills.

  • Strong organizational skills and attention to detail.

  • Strong Microsoft Excel skills and knowledge of Zuora is a plus.

  • Strong communication and motivation skills.

We want you to come to visit us and "feel" the culture, but we want to let you know what you can expect to see

- Transparent work environment with diverse, autonomous and goal focused teams.

- Working in an international, vibrant and fast-paced company.

- Team breakfast every Friday.

- Spanish and English classes for everyone.

- Benefits:

o Private health insurance: Comprehensive medical and dental benefits.

o Restaurant discounts: Enjoy your lunches with a daily discount.

o Childcare subsidies: We offer a discount plan for hundreds of Barcelona-based daycare centres.

o Discounted gym access: Exercise your muscles as well as your brain!

o Discounted travel cards: We make your commute a little lighter on your wallet.

o Free snacks and beverages (fresh fruit, coffee, tea, juices).


Some of the things we believe in

Here at ABA English, we don’t rely on machines to create our product, we rely on people. With that in mind, we constantly strive to provide the best working environment possible to ensure the success of each member of the ABA team.

When choosing a place to work, we believe culture is one of, if not the most important differentiator. After all, it's where you'll spend the majority of your week! Our office in Barcelona is in a start-up hub for creative businesses.

When we wake up we look forward to coming in and find our jobs challenging, stimulating and enjoyable. We take pride in working for a business that's both highly innovative and making a lasting positive impact on the world. We also enjoy kicking back after work with an inter-company hangout and beers. Every quarter we try to go out for a cultural or team building event.


 

About ABA English

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