**Company Overview:**
Hellotax is a friendly and creative SaaS company revolutionizing VAT management. We offer a dynamic environment where innovation thrives.
**Position Overview:**
We are seeking a Customer Service Leader to coordinate our CS Team, managing relationships with our customers throughout their journey with us.
**Your Goals:**
* Set, monitor, and improve SLAs and KPIs.
* Reduce the number of tickets created for customer support, ensuring each ticket represents an individual request and not reopened with new requests.
* Identify opportunities for new tool features that enhance client self-service.
* Minimize administrative work so the team can focus on tasks adding value to our clients.
**Responsibilities:**
* Develop Service Policies: Create and update customer service procedures and standards, contributing to new self-service feature specifications.
* Enhance Customer Experience: Develop and implement strategies to increase customer satisfaction and loyalty.
* Issue Management: Follow up with Marketing on customer-reported issues in the tool.
* Set Clear Objectives: Define goals for the customer support team and design plans to achieve them.
* Record Keeping: Maintain accurate records of customer interactions and actions taken.
* Data Analysis: Evaluate statistics and compile reports to identify areas for improvement in client satisfaction and self-service capabilities.
* Team Management:
* Recruit, train, and develop customer support staff, fostering a motivating work environment.
* Manage daily workloads focusing on SLA accomplishment.
* Interdepartmental Collaboration: Work with other departments to ensure a consistent and efficient customer experience.
* Resource Control: Manage the department's resources efficiently and stay ahead of industry developments, applying best practices to areas of improvement.
**Requirements:**
* 3 years proven working experience as a customer service manager.
* Excellent knowledge of management methods and techniques specific to customer support.
* Working knowledge of customer service software, databases, and tools (Jira, Zendesk).
* Ability to think strategically and lead.
* Strong client-facing and communication skills, conflict resolution skills.
* Outstanding organisational skills.
* Advanced troubleshooting and multi-tasking skills.
* Customer service experience in automated or SaaS businesses.
* Fully fluent in English, German appreciated.
* Willing to work remotely as a freelancer.
* Degree in Business Administration, Finance, Law, or related fields.
**Valued Competencies:**
* Tax Knowledge: Understanding of tax regulations and related processes.
**Languages:**
English: Fluent (Business Level) Required for internal communication, documentation, and interaction with international clients and partners.
**Work Schedule and Compensation:**
Full-time position, Flexible Schedule
* We aim to offer a competitive compensation aligned with market expectations and our company's compensation strategy.
* We will adjust the offered salary within the provided range based on the candidate's experience, industry expertise, and the specific demands of the role.