Customer Support Manager - Social Media & Escalations

at  Catawiki

Who we are
,, - at Catawiki, we come across exceptional objects such as these every day.
Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki’s hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic Cars, Collectables and many more.
We’ve sold 10 million unique items to date and it’s our mission to become the world’s most popular auction destination for special objects.
We’re an innovative, pioneering and fast-growing scale-up. If you think you can make a difference to our team, go ahead and apply.
About the role
As the manager of the brand new CX Social Media & Escalations team, your main goal is to oversee the day-to-day operations of the team and ensure that key results are met to deliver outstanding customer service on Catawiki’s review sites and social media platforms. We are looking for someone to take on responsibility for consumer engagement and relationship management, to enhance brand visibility and domain authority through outstanding service and communications. You will have the opportunity to build the team ground up and define the Operations support model together with the design team, and brand marketing in Catawiki. You will have the opportunity to set the vision, strategy, and to drive clear alignment with other functions on what success for this team would look like.
What you’ll do

Operations Management

• Build and manage a team of high-performing specialists who engage with our customers on platforms such as Trustpilot, Facebook, Instagram, etc.
• Ensure all communications are handled correctly, with swift complaint resolutions and proactive efforts to engage with customers.
• Manage the day-to-day operations of the team to ensure key metrics such as RR, CSAT, NPS, and review scores are on target.
• Ensure the development of strategies for both our buyer and seller customer profiles.
• Responding to customer needs, requests, and complaints to achieve a satisfactory outcome.
• Researching and understanding the competition and best practices to incorporate this into the outreach strategy.
• Partner with the CX Leadership team to build social media specific policies, processes, and escalation frameworks.
• Define and implement processes for edge cases, viral threads, and executive escalations to mitigate brand risk and provide the highest level of customer service.
• Ensure consistent quality and tone of voice for Catawiki’s audience on social media and review platforms.
• Build and implement programs to delight our customers and turn our most frustrated users into advocates.
• Identify new tools and technologies to better serve the customer.
• Use Customer Insights and Root Cause Analytics to identify areas of improvement.
• Keep track of the latest industry developments and know how to apply best practices to areas of improvement.

Stakeholder Management

• Work with cross-functional teams such as brand marketing and CRM, to ensure that we have visibility on upcoming events and marketing campaigns.
• Work with cross-functional teams such as UX and Service Design to ensure Customer Centricity and Voice of the Customer programs are executed.
• Work with CX stakeholders such as WFM to ensure forecasting and planning are in line with the marketing events.
• Partner with cross-functional teams to drive consistent positive Brand sentiment, tone of voice, and excellent support on social media platforms.

What you’ll bring

• 5-10 years of experience within a customer service environment.
• 5 years of experience in building and managing high-performing teams.
• Excellent knowledge of review sites, social media community and platform best practices.
• Excellent stakeholder management and communication.
• Ability to effectively manage escalations at scale from a variety of social media platforms, such as Facebook, Instagram, LinkedIn, and review sites, such as Trustpilot or Google reviews.
• Ability to work independently in a fast-paced environment.

Where you’ll be
This role is based in Lisbon, Portugal. We offered a Hybrid work setting, with 2 days commuting to the office and 3 days working from home.

In return

• Health Insurance from day 1 (including dental coverage), with access to multiple hospitals and clinics and a vast wellness network.
• A Work From Home Allowance to help with your monthly household bills.
• Commuting between your home and our office is covered by Catawiki.
• Amazing Office right in the centre of Lisbon.

Here’s what we can offer you
This is your chance to join our mission to fulfill people’s passions as part of a young and dynamic organization. You’ll be part of an enthusiastic, highly motivated team of 800+ Catawikians.

WE WANT TO HELP YOU CELEBRATE SPECIAL OCCASIONS IN LIFE BY:

• Provide employees with a 100 EURO Catavoucher upon joining and 50 EURO birthday Catavouchers;
• Extra days of annual leave for work anniversaries at 3, 5, 8 and 10 years;
• Additional leave allowances for important life events such as moving, engagement & marriage;
• Each year Catawikians get an additional day’s leave to Pursue their Passion!
  Please note that our benefits offering changes depending on which country you are employed in. For our country-specific offering please ask your recruiter.
  Our commitment to you
  Catawiki’s eclectic team represents an international and intergenerational mix of people from different professional and cultural backgrounds. We foster an inclusive and queer-friendly work environment, committed to making every Catawikian feel welcomed and empowered. Whatever your story, we encourage you to bring your unique perspective to the table.
  Catawiki stands with Ukraine and encourages people displaced by the current conflict to apply. In addition to the several initiatives we’ve launched, we’re open to ideas on ways we can continue to support the humanitarian effort.
  Our offices and way of working
  We have sensational offices in Amsterdam, Groningen, Paris and our newest office in Lisbon. Most of our employees are within commutable distance of one of our office locations and enjoy a hybrid work model. This means we expect you to be in the office 2 out of 5 days, roughly 40% of your working time, to collaborate and connect with each other. The exception is of course, if the job description specifically states that the role is 100% remote, as some experts and sales positions are.
  Interested?
  Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to .
  If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles

Please refer the Job description for details