Team Lead Customer Care

Who we are

We are the leading independent e-commerce fulfillment platform in Europe that provides scalable fulfillment services for e-commerce businesses and fast-growing D2C brands. From warehousing, picking and packing, delivery, and returns management, we take care of the whole fulfillment process for online shops. By using our solution, retailers get access to 20+ fulfillment locations across Europe, which are all interconnected via our software. This enables e-commerce retailers to manage their whole fulfillment with our powerful all-in-one tool, in the fastest and most efficient way possible.

By seamless interconnectivity of all warehouses in our pan-European network, we facilitate hassle-free cross-border fulfillment and accelerate e-commerce growth with automated order fulfillment and reverse logistics. As a result, merchants can improve their delivery speed, reduce logistics costs and optimize product availability.

As a scale-up company with several offices across Europe, we are looking for team players, free spirits, creative dissenters, humble gurus, and technology experts who understand the big picture; and this is where you come into play.

Your mission

You will lead our amazing Customer Care Team and make sure that the team is happy and reach their goals

Tasks

This is what you will do
- A steady and efficient leadership of a team of up to 12 customer care agents
- Customer satisfaction and the feeling of good care to our customers
- Customer complaints are efficiently taken care of, ensuring availability to support the team, when needed
- Efficient allocation of workload amongst team members
- SLAs are monitored, and all relevant information is reported to the Director of Customer Care;
- Performance monitoring of all team members and providing coaching as required
- Regular and independent employee reviews and conversations
- Support the Director of Customer Care and the Operational Excellence Teams in any initiatives pertaining to topics such as Customer Care Efficiency and Customer Satisfaction
- Support the roll-out of new initiatives and services, and take care of the communication with team members
- Efficiency improvement opportunities are flagged and implemented in coordination with the Director of Customer Care
- Monitoring of KPIs and general reporting to management
- Support to the team, taking care of the team’s morale and motivation

**Requirements**:
This is who you are
- Extensive experience in customer care
- Ideally with previous experience in

1. Team leadership and/or
2. Team organization and/or
3. Process improvement experience
- Very good communication and language skills German and English (on native level), any further language (French, Spanish, Italian) a plus
- Great ability to lead and motivate team members

**Benefits**:
What is it in for you

Meaningful tasks. With us, you will have the opportunity to work on meaningful projects that have a direct impact on our company and our customers. You will have an opportunity to work with a team of experienced and passionate professionals that care for you and your contributions to the team.

Top-notch tech pack and merch. We will provide the latest and greatest hardware that you need to help byrd move the needle. To top things off, we also provide lots of merch to our byrdies to keep us all swagged out.

Flexible working hours and home office options. We know that not everyone is most productive from 9 am to 5 pm and this is why we encourage our employees to build their own flexible working hours that are coordinated with their respective teams.

Annual public transport tickets. We offer annual public transportation tickets to all of our employees to compensate for the time they spend commuting and as an incentive to opt for the environmentally-friendly way of commuting to our offices.

Gym membership package. We want our employees to be healthy, happy, and well-rested. Our work-related activities are diversified; our movement is not. In order to create a balance, we offer Urban Sports Club (Berlin) and MyClubs (Vienna) membership to everyone at byrd.

Regular team events. We are always happy to meet for team lunches or a small break to unwind and have a (virtual) cup of your favorite brew. In addition, team-building and celebratory events are at the core of our social gatherings, bringing Berlin
- and Vienna-based colleagues together to celebrate our achievements and growth.

Groovy offices with free drinks & snacks. We know that working on our awesome mission requires sufficient energy; this is why we provide coffee, drinks, fresh fruits, healthy (and unhealthy) snacks, to keep us happy and full of energy every day.

Last but not least, we are an equal opportunities employer and value diversity. Therefore, we do not discriminate based on religion, skin color, national origin, gender, sexual orientation, age, marital status, or disability. Should you wish to learn more about our company culture and our values, then