DT One is seeking a smart, dynamic Customer Care L1 Team Lead with a positive can-do mindset to join our team in Barcelona. The L1 team interacts directly with our customers, and as such you will be the face of the business in our daily operations, and our customer's daily operations.

The successful candidate will be responsible for leading DT One's global team of Level 1 technical support engineers, and will report directly to the Head of Customer Care as part of the Engineering team.

As L1 Team lead you will be responsible for creating a high performance team, managing service levels, driving support improvement initiatives, managing customer escalations and ensuring the highest levels of customer satisfaction. You will also be responsible for creating a positive friendly environment which promotes talent retention.

What you'll do

• Create a culture of performance, accountability and customer advocacy.
• Facilitate individual and team growth and development.
• Ensure the highest levels of customer satisfaction.
• Coach team members in dealing with customer issues.
• Working directly with customers in the management of technical and business impacting issues.
• Manage customer and sales escalations to a successful outcome.
• Proactive approach to team management, foreseeing issues before they become a problem.
• Assist in long-range strategic planning within the Customer Care team, to meet changing and future needs of the business.
• Facilitate communication across various departments in DTOne.
• Maintaining a global approach to customer support issues and management.
• Exercise independent thought within defined procedures and practices.
• Analyse trends and other data of complaints received in order to improve the level of service provided.
• The ability to analyse logs and other data sources will be to your advantage.
• Take the lead on the L1 team in a follow-the-sun team to support global business.
• Measure team and partners' performances by creating and monitoring KPIs.
  
  

Requirements

• Demonstrable experience in a customer facing technical support environment where you successfully managed a team.
• Experience with a multicultural team preferably in a Telecommunications and/or Banking industry.
• Familiarity with Zoho, Jira and Confluence is a strong recommendation.
• Comfortable working in a matrix environment with customer success focus.
• Proven experience of people management
• Ability to develop and maintain relationships with customers.
• Customer oriented communication skills and ability to communicate within all levels of the customer's and our own organisation.
• Professional proficiency and excellent communication skills in English.
• Project management and problem solving skills.
• Ability to learn and effectively utilise Customer Support tools/resources.
• Willingness and ability to learn new products and ideas.
• Technical support or technical background.
• Good understanding of web services, API and IP based protocols.
• System monitoring in a proactive approach to identify, alert and resolve any service issues.
  
  

Why DT One?



At DT One, we are revolutionising cross-border micropayments and digital value transfers by making them accessible, reliable, and effortless. As a global leader in mobile top-ups and digital non-cash micropayments, we are at the forefront of connecting communities and enabling businesses to thrive. Join us in shaping the future of fintech and communications as we deliver innovative solutions that empower people and businesses around the world.