Customer Care Team Lead

About HousingAnywhere

HousingAnywhere is Europe’s largest mid-term rental platform. With Kamernet and Studapart under its umbrella, it represents three fast-growing brands with over 30 million yearly unique visitors combined, 160,000+ properties available for rent and 100,000+ tenants securing their new homes, based on the 2022 performance. HousingAnywhere serves young professionals and students, primarily aged between 18 and 35, connecting them with accommodation providers. Through its advanced technology platform, tenants rent accommodation for 3 to 12 months outside of their country of origin. Headquartered in Rotterdam, HousingAnywhere operates in most European cities and recently expanded to key cities in the US, establishing a presence in over 125 cities. Driven by the mission to enable people to live wherever and however they choose, thanks to a flexible renting experience, the technology scale-up employs +200 professionals globally.

The team

The Search Support Team is one of three teams operating within our Customer Care department and is responsible for providing professional, timely, and accurate responses to inquiries from Kamernet users and accommodation seekers on HousingAnywhere.

You will manage a team of up to six Search Support Specialists, including one Senior Search Support Specialist, all dedicated to ensuring an exceptional user experience.

The team handles support through chat, email, and form-based tickets. They operate from 9:00 AM to 9:00 PM Monday to Friday, and from 9:00 AM to 6:00 PM on Saturdays.

Your role and impact

As the Team Lead for Search Support, you will play a crucial role in elevating service quality for both Kamernet and HousingAnywhere users. Your main responsibilities will be:

• Lead Team and Manage Enquiries: act as the expert in handling enquiries from searchers on HousingAnywhere and all users of Kamernet, and oversee escalations from the team.
• Team Management and Scheduling: schedule and monitor team activities for effective task management.
• Quality Assurance and Process Improvement: monitor the quality of the team's output, implement QA processes and identify workflow improvements.
• Performance Monitoring and Reporting: analyse performance metrics, conduct team meetings, and 1:1s.
• Training and Development: own onboarding processes and identify team development needs. Implement strategies to improve team skills, knowledge, and performance.
• Knowledge Management: manage the internal knowledge base. Document team activities and provide insights based on data analysis.
• Customer Feedback Integration: use customer feedback to inform product, sales, and marketing decisions.
• Collaboration and Cross-Departmental Integration: work with other departments to enhance the customer experience and support team effectiveness.
• AI Chat Solution Management: oversee and update the AI chat solution for effective customer query responses.
• Additional Projects: participate in other projects to support Customer Care Team goals.

Your profile

• Proven experience leading and managing customer support teams, including scheduling and handling escalations.
• Deep understanding of managing customer enquiries, ideally in the accommodation sector.
• Experience developing and monitoring Quality Assurance processes to maintain high service standards.
• Strong analytical skills to monitor performance metrics and generate reports.
• Ability to manage onboarding, identify team development needs, and enhance skills and performance.
• Experience managing an internal knowledge base and ensuring accurate documentation.
• Proven track record of implementing process improvements to boost efficiency.
• Ability to use customer feedback to inform decisions and drive improvements.
• Strong collaboration skills with other departments to enhance customer experience.
• Experience overseeing AI chat solutions or similar technologies for user queries.

What’s in it for you

• Unlimited paid holidays, minimum-based not maximum!
• Hybrid working policy with 2 days working from the office.
• 1,000 EUR personal development budget.
• Complete coverage for commuting.
• Personal equipment, including laptop and ergonomic setup.
• Gym membership discount with GoVital or OneFit.
• Dutch/English classes budget.
• Variable pension scheme.
• Diverse international community (46+ nationalities).
• Pet-friendly office in Rotterdam city centre.
• Fun team-building and after-work drinks every Friday.

Our mission

Rent Easy, Live Free.

We are empowering people to live wherever and however they choose. To find comfort and peace of mind on the other side of the world or the other side of town. All while feeling confident and totally at ease, whatever their adventure might involve. We are doing it by creating a new standard of renting. Safe. Harmonious. More options. Less hassle. With the help of our trusted networks of landlords and partners.

Our Values

• Ownership

• We are Enablers

• We are Changemakers

• We are Connectors

If you have further questions, please email Alicia at a.martinez@housinganywhere.com.

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