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Customer Experience Manager (Spain Based)



Customer Service
Madrid, Spain
Posted on Tuesday, July 25, 2023

About Spotahome

Spotahome is an international online marketplace which offers verified rental accommodation across 100 European cities in 27 countries and with a global ambition. Spotahome began as a start-up created in 2014 by 4 friends with a vision to revolutionise the traditional real estate space starting with digitalising rentals.

At Spotahome we make renting easy by allowing people to book completely online from wherever they are in the world, with the knowledge that the property they are booking is real and accurate. We are the only ones sending “Homecheckers” to make videos, floorplans, and photos to the almost 100,000 properties across Europe.

So far we’ve helped over 150,000 renters find their perfect home – no more traditional viewings, no more time-wasting, just easy online renting!

We are backed by some of the most highly reputed international investors from Silicon Valley, the UK, and Spain; having raised €80+ Million to date.

Why Spotahome

🚀Remote flexibility and flexible work schedule, we trust our team and we are goal oriented.

💰 Competitive salary in accordance with candidate experience, alongside our flexible retribution system (restaurant vouchers, transport, etc.) to get the most out of your salary

🎫 Stock Options of one of the most promising and best funded start-ups in Europe

🥇Wellness and benefits plan to take care of your physical and mental health, including gympass and access to mental health programs

🥳 Day off on your birthday, we celebrate it with you

📒 Training budget, company events and team building activities.

👉 A challenging and creative job in an innovative, constantly growing, fast-moving and owner-managed company with many opportunities for growth

🙌 An open corporate culture with plenty of room for new ideas and impulses

🎉 People. Work with talented, committed and supportive teammates

👋International work environment with more than 16 nationalities

✨No politics or bureaucracy. Only a great environment for you to achieve your best work

What would you be doing as a Customer Support Manager?

  • Be the advocate for customer experience in the organization.

  • Drive the Customer Experience team to exceed metrics and KPIs by creating and fostering a high-performance environment.

  • Identify opportunities to enhance the customer satisfaction and propose product and operational improvements, beyond even customer experience team

  • Be in charge of making periodic reports to analyze the team's performance and communicate to different stakeholders across the company.

  • Plan, hire and organize the Customer Experience team based on workload and business needs.

  • Leverage best practices and strengths among the team organizing QA audits and coaching sessions to deliver results.

  • Collaborate with local teams to understand specific market needs.

  • Ensure employee happiness by creating a trusting team; communicating direction and goals, creating personalized action plans and providing regular performance feedback and coaching during 1 on 1.

What are we looking for?

  • 5-8 years of customer service related experience.

  • Strong leadership, communication and management skills.

  • Operational excellence and continuous improvement mentality.

  • Customer obsessed and experience working in projects related to customer satisfaction

  • Data driven oriented and strong analytical skills.

  • Ability to find innovative ways to resolve problems

  • Have a hands-on and positive attitude.

  • Good communication skills and fluency in English.

  • Previous experience in the real estate industry is a plus

  • Be based in Spain, preferably Madrid

Become a Spotter today!

At Spotahome we have a friendly open collaborative culture and a united team vision. All of our #Spotters have the ability to make a big impact (we love entrepreneurial/risk taking/high ambition mindsets). Our work is rewarding and we help each other win by creating a supportive and collaborative environment for one another. Take a look at our opening and send us your application - we look forward to hearing from you!

Diversity Statement
Here at Spotahome we’re passionate about creating an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. Everyone is welcome, we don’t discriminate on the basis of any protected characteristic including race, religion or belief, gender or gender reassignment, age, sexual orientation, marital status, or disability. We want to facilitate everyone in bringing their best selves to our interviews, so if there are any adjustments we can make for our process to be more inclusive, please let us know.