IN-Team Leader Customer Success

About Bark

Bark is revolutionising the way people find professionals in over 1,000 unique categories. As the UK's largest and fastest-growing services marketplace, we're on a mission to make finding the right professional quick and easy. With a presence in eleven countries and plans for further expansion, joining us at this genuinely exciting time will be a journey like no other.

Our cutting-edge technology ensures that you can always find the best professional for any job. With a talented team of over 220 dedicated individuals, we're committed to providing exceptional service and ensuring that our customers are satisfied every step of the way.

This is an exciting time to join our scaling business, we recently ranked 64th in the Sunday Times' 100 fastest-growing private tech companies in 2023.

As a profitable scale-up, Bark is in a unique position to offer the best of both worlds; the excitement and agility of a start-up combined with the financial security and backing of a renowned private equity firm, EMK Capital. You'll have ownership, agility, responsibility, and stimulation without any of the worry.

About the Role

The Customer Success Team Leader will lead a team of agents responsible for assisting customers via calls & emails through a Customer Relationship Management (CRM) system. A Team Leader's primary duties are to train, instruct, and mentor Customer Success agents to develop robust departmental systems, policies, and procedures, sustaining a high level of service to all sectors. Lead by example and foster continual cultural improvement

Responsibilities

1. Managing a team of 10-15 customer success agents and taking full responsibility for their performance
2. Maintaining high levels of customer service at all times
   • Ensuring we are responding to tickets within 2224 hours
     
   • Have a call acceptance rate of 95%+
     
   • Driving sales and productivity
3. Driving sales and thinking of new ways to hit the quarterly targets
   • Proactive thinking and generating new ideas
4. Deliver regular training to your team on how they can improve
   • Via 121’s and in group sessions
   • The quality of tickets solved
   • Number of tickets solved
   • Sales performance
5. Ensuring team and individual targets are hit each week
6. Responsible for managing your teams ‘online’ time and being available for calls
   • Rota management
   • Holiday management
7. Weekly spot-checking agents and ensuring they’re developing and improving
   • QC checks with a combination of emails and calls
   • Regular call listening
8. Keeping your team happy and motivated and dealing with any performance/attendance issues swiftly
9. Ensure new projects are rolled out to the agents correctly monitor the progress and share feedback
10. Roll out offers to the team for attaining specific KPI targets
11. Weekly 1-on-1 with Manager to discuss the previous week’s performance
12. Identifying any themes from customer feedback and sharing these with the Management Team
13. Hiring, training, and monitoring CS agents
14. Feeding back directly to the Head of the Department where needed
15. Being your team’s escalation point for any day-to-day issues:
    • Refund requests
    • Customer complaints
    • Technical issues
16. Data capture and reporting: Ensuring all data points on agents are maintained and kept up to date (Rota, Attendance). Read and utilize data and reports confidently to identify trends or areas for improvement.
17. Outside of managerial tasks, there may be times when you:
    • Take inbound calls
    • Respond to tickets
    • Respond to high-priority tickets
      • Elites
      • Refunds
      • Partnership
      • Social media
      • Complaints

Skills:

1. Excellent written and verbal communication skills.
2. Be a product expert, able to quickly and accurately answer any product-related questions.
3. Minimum 1 year of team handling experience
4. Hands-on experience with ticketing systems or CRM tools
5. Have strong leadership qualities
   • Leads by example
   • Be confident in supporting a team of agents
   • Approachable and friendly
   • Deliver constructive feedback to agents
6. Confident in being both the voice of the customer and the voice of the agents
7. Highly organized and operationally minded with an eye for detail
8. Flexibility to work both late and weekend shifts if the business requires

Benefits:

• Best within industry compensation
• Healthcare insurance for you, upgradable to cover your family if you wish
  + 33 paid days off
• Quarterly team socials
• Learning & Development Opportunities

Interview Process

• Screening the Resume
• 1st Stage - Virtual Interview to deep dive into Leadership Skills
• 2nd Stage - Meet at the office with the Country Manager & HOD

Diversity Statement

At Bark, we are a platform for people, revolutionizing the way professionals and individuals connect since 2014. Our culture is defined by excitement, ambition, and a commitment to raising the bar. We value diversity, equity, inclusion, and belonging (DEIB) and are dedicated to embedding these principles into everything we do. We are committed to fostering an inclusive environment where everyone can thrive, and our focus is on hiring, retaining, and developing a globally diverse workforce that is passionate about excelling our platform and supporting our customers succeed. Be part of our dynamic team, where bold ideas thrive, and create a future worth shouting about.