CX Social Media Escalations Team Manager

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 75000 special objects in auction every week each reviewed and selected by one of Catawikis hundreds of inhouse experts specialised in Art Design Jewellery Fashion Classic Cars Collectables and many more.

Weve sold 10 million unique items to date and its our mission to become the worlds most popular auction destination for special objects.

Were an innovative pioneering and fastgrowing scaleup. If you think you can make a difference to our team go ahead and apply.

About the role

As the manager for 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 Catawikis review sites and social media platforms. We are looking for a skilled CX Social Media & Escalations Team Managerto 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 youll 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
• Ensuring all communications are handled correctly with swift complaints 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 CX leadership team to build social media specific policies processes and escalations 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 Catawikis 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 improvements
• Keep track of the latest industrys 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 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 youll bring

• 510 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 Twitter and review sites such as Trustpilot or Google reviews.
• Ability to work independently in a fastpaced environment

Where youll be

This role can be based in Lisbon Portugal or in the Netherlands.

Heres what we can offer you

This is your chance to join our mission to fulfil peoples passions as part of a young and dynamic organisation. Youll be part of an enthusiastic highlymotivated team of 800 Catawikians. Additionally you can expect:

• A challenging role in a diverse international and fastgrowing organisation with over 50 nationalities.
• Regular fun activities both on and offline e.g summer parties boat rides and regular team events.
• Great secondary benefits including a holiday allowance and a fantastic pension plan paid for by Catawiki.
• Hybrid ways of working between home and office. We offer remote and activitybased working suited to the team and individual responsibilities
• We care about our teams wellbeing and offer a holistic wellbeing programme including our Employee Assistance Programme offering clinical services singlesession therapy wellness support and more.
• Tailored learning and development opportunities to support your personal and professional growth;
• We want to help you celebrate special occasions in life by:
  • providing 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 days leave to Pursue their Passion!

Please note that our benefits offering changes depending on which country you are employed in. For our countryspecific offering please ask your recruiter.

Our commitment to you

Catawikis eclectic team represents an international and intergenerational mix of people from different professional and cultural backgrounds. We foster an inclusive and queerfriendly 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 weve launched were 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 youre excited about this role but your past experience doesnt 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.