Account Executive
The Channel Company
Customer Experience Team Lead
Treatwell
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Deliver exceptional service to salon partners and end customers; oversee front-line operational support
- Support direct customer interactions via chats, calls, emails, and social media ensuring efficient, scalable, top-quality communication
- Report directly to the CX Operations Manager and be part of an international team
- Hire, train and lead a team of CX specialists
- Proactively identify areas for process improvement and drive sustainable optimisations
- Monitor and analyse key KPIs and track team successes and improvement areas
- Train and develop CX specialists; provide continuous feedback and coaching
- Manage backlog, understand inquiry volume, and assign resources to resolve tickets quickly
- Support onboarding and daily use of third-party tools
- Be hands-on in operations and lead by example to influence public image and commercial performance
Requirements
- Strong communicator
- Positive leader who motivates and lifts the team
- Analytical thinker who uses data to make informed decisions
- Comfortable delegating and earning the trust of your team
- Proven experience in a customer-facing environment across multiple communication channels
- Results-driven and target-focused
- Customer-focused and empathetic
- Adaptable and able to thrive in a fast-changing environment
- Proven experience in leading a team
