Head of Customer Service (Remote)
Learnlight, Spain
Job Description
Our Organization
Learnlight is an EdTech company that’s passionate about putting trainers at the heart of the learning experience because that’s what delivers life-changing impact. We use award-winning technology to deliver language, intercultural and communication skills training online and on the ground, to learners in more than 180 countries.
Our company was founded in 2007 with a dream to bridge the gap between the disparate worlds of education and technology. Our vision was to create an ‘EdTech’ company that harnessed cutting-edge technology to optimize instructor-led training (ILT) rather than replace it, as so many traditional eLearning providers have tried and failed to do. Our obsession was, and continues to be, empowering talented trainers to create transformative learning experiences, because, at the end of the day, we think people are the real ‘killer app’.
Since our early years as a digital start-up, we’ve worked with hundreds of blue chips and international institutions across the world. Today our training services are used by more than 1,200 companies and by over 500,000 employees. We started in Spain however today we have offices across Europe and a team of more than 400 incredible professionals.
Your Opportunity
In this exciting new career opportunity, the Head of Customer Service will play a pivotal role in shaping and executing our strategy to maintain our reputation for exceptional customer service. In this new role, you’ll be overseeing all aspects of our customer service operations, ensuring the delivery of top-notch support, and driving continuous improvement initiatives to enhance the learner experience.
You’ll lead our customer support team and drive our commitment to learner satisfaction whilst identifying opportunities to improve the departmental structure and workflow implementation. We’ll expect you to implement and measure KPIs, best practices and methodologies to ensure maximum learner impact and engagement. Please note, the internal job title for this particular role is Head of Learner Success Management.
- Reporting to the Head of Operations
- Work from home remotely
- Full-time working hours with flexibility across global time zones
- Potential to earn up to 10% annual bonus
Your Responsibilities
Leadership and Team Management;
- Provide leadership to the customer service team, fostering a culture of excellence, collaboration, and accountability. Oversee global learner engagement and progression.
- Recruit, train, and mentor team members to ensure they have the skills and knowledge needed to excel in their roles.
- Set clear performance expectations and conduct regular performance evaluations. Create a positive and motivated team working environment, and a customer-is-always-right culture.
Strategy and Planning;
- Develop and implement a customer service strategy aligned with the company's goals and values.
- Set up a structure so that Learnlight can provide learner support in the required languages across the required time zones. Understand our strategic clients and regional subsidy requirements.
- Plan the department structure based upon sales forecasts, ensuring we keep to within the budgeted financial KPIs. Identify opportunities for process optimization and automation.
- Work with our Product Team to identify new features for the Learner App that maximize the learning experience.
- Develop departmental structure to run efficiently at different business cycles and adapt to evolving market needs (new time zones, languages).
Quality Assurance;
- Establish and maintain quality standards for customer interactions, including SLAs. Ensure timely resolution of customer issues and inquiries.
- Conduct regular audits and evaluations of customer service interactions to maintain high service quality. Work with Department Heads to resolve serious escalations.
- Prepare and present regular reports on key performance indicators (KPIs) to Leadership and Senior Management.
- Create Dynamics Service dashboards and notifications for customer service agents and team leaders to monitor KPIs and complaints.
Our Successful Candidate
We welcome applicants with significant customer service leadership and team management experience, along with exceptional communication skills. We are looking for experience using customer service tools such as Dynamics Customer Engagement, along with an analytical mindset to make data-driven decisions. You’ll bring a dynamic and results-oriented approach, with the ability to develop and execute customer service strategies.
If you are passionate about delivering exceptional customer service and possess the leadership skills to lead a de