Floom

Customer Service Team Lead

Floom is a market network in the flower space; changing the flower industry with technology; on a mission to own the whole flower value chain from farm to end consumer. Floom started as a B2C flower marketplace for independent florists and, in 2019 expanded into business management SaaS (FloomX) and wholesale ordering for florists. Floom is live in the UK as well as in 48 stat


From hand-picking and nurturing the right florists and plant sellers and being transparent with our customers to ensure that our team members are being treated fairly at all times. we encourage Floom employees to think about our audience and design a great experience for them, too. At Floom, we want you to excel in your role by going the extra mile. 

About the JobFloom is a VC-backed start-up on a mission to become the first end-to-end full florist management software company. Since launching in 2016, we’ve been voted in the top 100 UK startups three years in a row. We’re dedicated to creating lasting relationships with florists across the UK and US, whilst taking orders from loyal customers in 114 different countries. Floom is looking for empathetic problem solver to help us provide best-in-class customer service and lead our customer service team. You’ll also collaborate cross-functionally with the Floom team in the UK to proactively anticipate and meet our customers’ needs.You’ll be working in a fast-paced, digitally focused team which strives to put our customer first and constantly find new ways to improve the customer journey. As Team Lead you will be a key player in the daily running of the contact centre, ensuring it is operating efficiently and compliantly, striving to meet and overachieve against targets and KPIs. The business is looking for a proactive and analytical individual who will build and develop processes and strategies that will result in the highest level of Customer Experience and satisfaction being achieved whilst demonstrating the value of Floom. What You Will Be Doing Your job is to deliver outstanding service to both the customers and the florists who use our platform every single time and to make sure that the 1000+ orders a week go ahead without a hitch.<ul><li>Leading the Customer Support team by example when it comes to customer interactions and performance, you’ll be on the phones and delivering live customer support alongside our team.</li><li>Managing, motivating and supporting both our internal and outsourcing customer service advisors</li><li>Reviewing the team’s performance and processes to provide quality control, accountability, and feedback including our outsourcing partner</li><li>Taking ownership and responsibility for any escalated issues and ensuring they are resolved</li><li>Taking the lead on staffing and process preparations during our peak seasons (Valentine's Day &amp; Mother's Day)</li><li>Manage our team resourcing including rota's, holiday &amp; sick cover, and our outsourcing partners</li><li>Helpdesk management, including SLA monitoring, creating reports and building out automations to increase efficiency when solving tickets.</li><li>KPI reporting to the Operations Manager, CEO and wider business to ensure the team is on track</li><li>You will deliver weekly Customer Delight team meetings and roundup emails.</li></ul> Responsibilities<ul><li>Scheduling and resourcing our CS team including our outsourcing partners (UK and US)</li><li>Measure, analyse and report on team performance and take appropriate steps to improve that performance for both marketplace customers and FloomX customers.</li><li>Build an excellent level of product knowledge and proactively drive improvements in service quality leading to enhanced customer experience.</li><li>Identify and deliver process improvements/new initiatives across the business and facilitate team implementation</li><li>Day-to-day management of tickets &amp; order delivery, encourage the team to take ownership of tickets and resolve customer inquiries at first contact</li><li>Acts as a confident first point of escalation for customer complaints</li><li>Participates and communicates effectively during advisor weekly catch-ups and weekly team and interdepartmental meetings</li><li>Leading the team over each of our peak periods; Valentine's Day, UK Mother's Day, International Mother's Day</li></ul> Requirements We’d love to meet someone who has:<ul><li>Experience in leading a customer service team</li><li>A strong background in customer service, a big bonus if it's a marketplace</li><li>The ability to motivate a team effectively including coaching and development</li><li>The skills to plan and prioritise a varied workload</li><li>The ability to be self-motivated and adaptable to change</li><li>Zendesk experience (preferred)</li></ul> Benefits<ul><li>25 days holiday PLUS Bank Holidays!</li><li>Contributory pension scheme</li><li>Charlie HR perks and benefits</li><li>Equal maternity/paternity leave policy</li><li>Classpass Subscription</li><li>Private dental cover&nbsp;</li></ul>

Customer Service Team Lead

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