Customer Support Team Leader Bilingual in Italian

Role: Bi-lingual (Italian) Customer Support Representative - Team Leader

Why Blurb?

Blurb is a company and a community that believes passionately in the joy of books - reading them, making them, sharing them and selling them. For our customers, holding a finished book with their name on the cover is a truly amazing feeling; it’s one of those experiences everyone should have. At Blurb, we have a creative publishing service simple and smart enough to make anyone an author - every blogger, cook, photographer, parent, traveller, poet, pet owner, marketer -everyone.

If you love all things Internet/Technology, are passionate about making customers happy and if
you would like to play a fundamental part in helping Blurb spread this fantastic feeling, then this could be for you.

Why you?

This position reports to the European Managing Director with a dotted line into the Global Customer Support Director (based in San Francisco). This role is responsible for leading our
growing EU Support team and for answering inbound customer questions via predominantly
email and chat through our web-based CRM tool.

In addition to daily CSR tasks, the Team Leader will help oversee the EU customer
support department, will manage the knowledge base and standard texts for enquiries,
and will assist the team in our localisation efforts for one or more languages.

You will become an internal expert on customer needs and challenges with a deep understanding of our products and sales processes. To ensure this knowledge, it will be important to work closely with other departments within the business. You will be experienced in supervising others and have moderate analytical skills that you can apply to help make decisions.

Lead responsibilities:

Resolving inbound customer inquiries efficiently and successfully, primarily via e-mail, chat, and occasionally via phone in English and one other language.
Handling escalated emails from peers and Customer Support Representative (CSR) reports
Overseeing and training EU CSRs; participates in CSR performance review process
Managing timesheets for seasonal and full-time EU CSRs
Participating in incident audit and scoring of CSRs
Dealing with quality control, shipping, technical, and general inquires about Blurb and Blurb BookSmart®, our bookmaking software

Required Qualifications:
Fluent (expert or native tongue) English & Italian both spoken and written
Fluency (expert or native tongue) in any other languages a distinct advantage
At least 2-3 years of previous customer support experience, especially in an ecommerce environment
Previous supervisory roles within a customer support environment
Outstanding written and verbal communication skills
Proven organisational and problem-solving skills; attention to detail