EQP Customer Success Team Lead

Founded in 2021 with Nidecker Group Equip Club SA have had one mission in mind: provide people with the opportunity to rent premium sports equipment. Any sport anytime anywhere. With fully autonomous stations for Stand Up Paddle or Multisport; Equip aim at connecting sports and communities in three easy steps. Simply reserve grab and go!

Today Equip is based in Rolle Switzerland on the FrenchSwiss Riviera close to the Lake Leman and the Alps. The team currently manages partnerships and stations in 40 locations around Switzerland France Italy and Spain. For more information visit our website:

Role opened: January 19 2024

Tentative start date: Immediately

Tasks

At EQUIP we are excited to announce the opportunity for a skilled and enthusiastic individual to join our team as a Customer Success Team Lead. This new pivotal role focuses on leading managing and enhancing the customer service experience at our organization.

• Build lead and manage a team of customer service representatives ensuring highquality service delivery.
• Manage shifts and schedules even on weekends to ensure the continuity of our services.
• Develop and implement strategies for effective customer service including training programs for team members.
• Monitor team performance providing regular feedback and coaching to enhance service quality.
• Analyse customer feedback and service metrics to identify areas for improvement and implement changes.
• Collaborate with other departments to ensure a cohesive customer service experience across all touchpoints.
• Handle complex customer queries and complaints ensuring timely and satisfactory resolution.
• Contribute to the development of customer service policies and procedures.
• Oversee the recruitment and onboarding of new team members.
• Stay informed about industry best practices and integrate new ideas to enhance customer service.

Requirements

• Fluent English and French proficient German is a plus.
• Proven experience in customer service management and strategic change.
• Strong leadership skills with the ability to motivate and guide a team.
• Excellent communication and interpersonal skills.
• Ability to analyse data and make informed decisions.
• A customercentric mindset with a commitment to delivering exceptional service.
• Experience in conflict resolution and handling customer complaints.
• Familiarity with customer service software and CRM tools.
• Bachelors degree in business administration communications or related field preferred.