Are you passionate about customer experience and ready to lead support operations in a fast-growing tech environment?
A continuación se detalla todo lo que necesita saber sobre lo que implica esta posibilidad, así como lo que se espera de los solicitantes.
Join Ludium Lab, a high-tech company that's revolutionizing the cloud gaming sector! If you enjoy building efficient customer service processes, solving challenges with empathy, and creating outstanding customer experiences, keep reading!
Ludium Lab is a tech company founded in Barcelona, Spain, in 2012. We are specialists and leaders in cloud services and solutions, operating in over 60 countries around the world. Currently, our work focuses on adapting our technology to areas such as cloud gaming platforms (developing Sora Stream), the automotive sector, metaverse solutions, and SaaS/XR (VR/AR). With more than a decade of experience, our team builds high-quality, cost-efficient solutions based on virtualization and cloud streaming technologies.
What will you do as a Customer Service Lead?
You'll play a key role in shaping and improving the customer experience at Ludium Lab. From designing scalable support processes to handling day-to-day customer interactions, you'll help ensure our users receive high-quality support across all communication channels.
Designing and implementing customer service workflows and processes.
- Defining, documenting, and maintaining SLAs, response times, and quality standards.
- Configuring and optimizing customer support tools and communication channels.
- Managing and responding to customer inquiries through email, ticketing systems, messaging platforms, and social networks.
- Ensuring a consistent tone and quality across all customer-facing communications.
- Tracking and reporting customer service KPIs such as response time, resolution time, CSAT, and NPS.
- German language knowledge.
- Previous experience as a Customer Service Lead or Support Manager.
- 100% remote work, with optional access to our offices in Barcelona and Madrid.
- Flexible working hours so you can manage your time efficiently. xqysrnh
- Flexible compensation plan and private health insurance.
- Ongoing support for your training and development .