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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing omnichannel customer relationship strategies and operational KPIs, with a strong focus on team leadership and customer service excellence. Proficient in utilizing customer relationship tools and analyzing performance metrics to drive growth and improve brand image.
Highest-signal resume keywords
Customer Service ManagementTeam LeadershipOperational KPIsCustomer Relationship ToolsFluent English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service StrategyOperational KPIsTicketing ManagementSelf-Service ManagementRevenue OptimizationQuality MonitoringData AnalysisUpselling TechniquesPerformance MeasurementAI Implementation
Soft Skills
Strong Customer Service MindsetAnalytical RigorExcellent Communication
Tools & Technologies
IntercomAircallHubSpotTrustpilotGoogle SheetsWeezevent
Industry Keywords
B2B SupportB2C SupportClient Lifecycle ManagementEuropean Branding StrategyEvent Sector Experience
About the role
Key responsibilities & impact- Drive the Group's overall omnichannel customer relationship strategy
- Oversee the B2B self-service client portfolio generating €10M in revenue
- Oversee outsourced B2C support for major European events
- Determine team sizing, organize schedules, and monitor workloads across phone, email, chat, bots, WhatsApp, and other channels
- Ensure operational SLAs are met for phone support and ticketing/email
- Implement communication guidelines and scripts and conduct quality monitoring
- Co-manage the brand's European branding strategy with the marketing team
- Improve ratings and brand image on Trustpilot, Google, Avis Vérifiés, and other platforms
- Manage moderation, address negative reviews, and automate positive review collection
- Supervise the full client lifecycle across ticketing, access control, CRM, and staff management
- Identify upsell opportunities and optimize revenue from the self-service segment
- Measure and analyze NPS, CSAT, and CES
- Report department KPIs monthly to the Group Board and Country Managers
- Collaborate with Product Owners and Finance to resolve issues and improve services
- Supervise, manage, train, and upskill 25 Client Service Advisors across six countries and approximately ten freelance contractors
- Manage customer service tools including Intercom, Aircall, Weezevent software and products, review platforms, and Google Sheets
- Analyze recurring contact reasons and escalate issues to Product and Operations teams
- Implement AI to improve performance and automate low-value-added tasks
Requirements
What you’ll need- 7+ years in customer service/support management at a European or international level
- Proven team management experience
- Proficiency in operational KPIs for premium customer service (Answer rate, SLA, AHT, CSAT, NPS, FCR)
- Knowledge of customer relationship tools (Intercom, Aircall, HubSpot, Trustpilot, etc.)
- Ability to independently manage a customer segment (self-service/digital) and drive its growth
- Experience in the ticketing and/or events sector is highly desirable
- Fluent English
- Leadership
- Strong customer service mindset
- Analytical rigor
- Excellent verbal and written communication
- Ability to manage operational contingencies
Benefits
Comp & perks- Hybrid work possible
- All positions are open to people with disabilities