CR Leader

Company Description

Teya exists to ensure that every small and growing business in Europe has the opportunity to thrive. Our goal is to become Europe’s go-to software solution for these businesses, simplifying their daily operations and helping them rediscover the joy of running their business. Founded in 2019, Teya has grown to a team of over 850 employees, operating in 14 countries.

Storyous, a key product within the Teya group, is celebrating its 10th year on the market. We believe that the heart of every community lies in its small businesses. Our mission is to empower these businesses by taking the stress out of day-to-day management tasks, allowing owners and entrepreneurs to focus on what they love most—whether it's perfecting their culinary creations, brewing exceptional beer, or crafting memorable customer experiences.

Job Description

As the Customer Relations Leader at Storyous, you will be at the forefront of ensuring that our merchants receive exceptional support and that our customer success metrics continually improve. This leadership role requires a strategic and customer-centric individual who is passionate about driving excellence in customer relations while fostering a culture of continuous improvement. If you're a dynamic leader who thrives in a fast-paced start-up environment and is committed to enhancing customer experience, this role is tailored for you! 

What will your day-to-day look like? 

Roles and Responsibilities: 

• Strategic Leadership: Lead and develop our Customer Relations team of 12+ agents to consistently deliver outstanding support to our merchants, with a strong focus on achieving and surpassing customer success metrics. Your vision will drive the strategy and execution of all customer relations initiatives. 

• Performance Management: Oversee the performance of our frontline agents, implementing effective coaching and mentoring programs that foster a high-performance culture. Ensure that our teams are equipped to provide the best possible support, aligned with our customer success goals. 

• Quality Assurance and Continuous Improvement: Lead the Quality Assurance efforts to monitor and evaluate team performance, providing insights and feedback that drive improvements. Your focus will be on optimizing the customer journey and enhancing overall merchant satisfaction. 

• Process Innovation: Spearhead the development and refinement of customer relations processes, ensuring that every aspect of our operations is designed to enhance the merchant experience. Your decisions will be guided by a commitment to improving customer success outcomes. 

• Cross-Functional Collaboration: Work closely with global leaders and other departments to align on best practices, share operational knowledge, and ensure a consistent approach to customer relations across all markets. 

• Escalation Management and Frontline Support: Take ownership of complex merchant escalations, ensuring timely and effective resolution. Support the frontline team during peak periods, ensuring that customer satisfaction remains high even in challenging situations. 

• Data-Driven Decision Making: Utilize data analytics to inform decision-making processes, from scheduling to resource allocation, ensuring that our team is optimally positioned to meet merchant needs 24/7. 

• Technical Expertise and Incident Oversight: Maintain a deep understanding of our product suite, serving as the key point of contact during technical incidents. Lead the team in resolving issues swiftly, minimizing disruption to merchants. 

• Adaptability and Growth Mindset: Embrace the dynamic nature of a start-up environment, adapting to changing business needs and responsibilities. Continuously seek opportunities to improve our customer relations strategy and contribute to the overall growth of Storyous. 

Qualifications

What We Need From You: 

• Experience in Leadership: Proven experience in leading customer facing teams, ideally in a fast-paced start-up, technology-driven environment or hospitality. 

• Customer-Centric Mindset: A deep passion for customer success and a proven ability to enhance customer relations processes to drive satisfaction and retention. 

• Strategic Vision: The ability to develop and implement strategic initiatives that align with company goals and drive continuous improvement in customer relations. 

• Strong Communication Skills: Excellent verbal and written communication skills, with the ability to effectively collaborate with cross-functional teams and present ideas clearly to stakeholders. 

• Problem-Solving Ability: A proactive approach to identifying and solving issues, particularly in high-pressure situations. 

• Analytical Skills: Proficiency in data analytics to inform decision-making and optimize team performance and resource allocation. 

• Technical Aptitude: A solid understanding of technical products, with the ability to oversee technical incidents and guide the team in resolving complex issues. 

• Proficiency in Czech: Fluency in Czech, both written and spoken, is essential for this role, as clear communication with local teams is required.

Additional Information

The Perks

• 26 days of Annual leave, home office, sick days
• Benefit Plus Cafeteria
• Free Mobile tariff
• Frequent team events & activities in the office and outside
• Office fruits and speciality coffee every day
• Friendly, comfortable and informal office environment
• Flexible working hours as long as it suits you and your team