CUSTOMER SERVICE TEAM LEAD

WHO WE ARE

Lavanda is an award winning UK proptech start-up whose mission is to power compliant short-term and medium-term rentals for the global real estate industry.

We’ve developed a pioneering technology platform to power legitimate homestays and home sharing - enabling landlords to profit from the rapidly converging worlds of real estate, hospitality and travel.


ABOUT THE ROLE

Coordinate Team

You’ll oversee our remote customer service team based in the Philippines. Our team currently covers 18 hour days, but will soon move to 24 hour coverage. You’ll take care of the rotas and make sure that, no matter what, we have the right coverage at all times. You’ll be a role model to the rest of the team and be available to provide answers and advice to some of the most challenging questions that our customers might have.

Review and Resolve Escalations

You’ll be both experienced and comfortable handling complaints, especially those that you’ve never come across before. You’ll use your knowledge of the company and prior customer service experience to quickly resolve issues that are escalated to you by your team. You’ll try everything you can in the first instance, however you always know the types of issues that can’t be resolved immediately and can identify when to escalate. You’ll take careful note of these instances and work with Senior Management and your team to identify ways to successfully deal with this next time without the need for escalation.

Provide Direct Customer Support

You’ll regularly jump in and speak to ---------- t just when there’s an escalation, but because you know how important it is to deeply understand our customer base. You’ll cover shifts when required, but also help out at busy times because you genuinely care about our customers.

Ensure high standards of Quality Control

You’ll hire, train and onboard new team members as well as evaluating existing ones to ensure we’re delivering the ultimate customer experience. You’ll regularly check the answers we’re providing our customers and consistently explore ways to improve. You’ll help build scripts and processes so that our team can scale at pace, whilst still maintaining our exceptionally high standards. You’re the type of person who recognises the value that data plays in a tech company and will work to collect and prepare regular reports in order to give feedback to management to show the lengths we go to for our Quality Control.

ABOUT YOU

- You’re fluent in both written and spoken English
- You can clearly demonstrate a successful track record of team leadership and training roles that you have previously held
- You’re familiar with Airbnb and similar platforms (Ideal but not essential)
- You’re flexible with your hours and aren’t afraid of hard work
- You’re tech savvy and can type at speed
- You’re the type of person who will proactively look for solutions even if there isn’t an answer in the standard training guide, and more importantly, you’ll instill this work ethic in your team
- You have prior knowledge of CRM systems such as Intercom, Salesforce or ZenDesk (Preferred but not essential)


HOW TO APPLY

Please send your CV along with details of a cover letter paying particular attention to what you understand about Lavanda, your experience in team leadership, training and quality control.

IMPORTANT: Please do not send a generic cover note (all the points above should be covered in detail). Please note that only those with managerial experience should apply for this role.