Customer Experience Team Lead

Ilir Sela started Slice with the belief that local pizzerias deserve all of the advantages of major franchises without compromising their independence. Starting with his family’s pizzerias, we now empower over tens of thousands of restaurants with the technology, services, and collective power that owners need to better serve their digitally minded customers and build lasting businesses. We’re growing and adding more talent to help fulfil this valuable mission. That’s where you come in. The Challenge to Solve Support our restaurant partners by streamlining their internal operations, allowing them to focus on what they do best - preparing and delivering great food! Your Customer Experience team will be responsible for supporting restaurant partners and their customers through inbound and outbound phone interactions. The Role In this role, you will lead a pod to confidently handle inbound calls, process orders, and use internal systems to ensure accurate and timely order transmission to our partners. Your primary objective will be to drive the team to exceed performance targets while providing exceptional service to a diverse range of customers. This is an exciting opportunity to make an impact in a dynamic and fast-paced environment. The Team You’ll collaborate with peers, seniors and phone associates to ensure consistent execution across the team. You will support the team during peak periods and meet performance expectations for quality assurance, productivity, and low error rate. Please note this is a full-time, on site position [40 hours/week]. Each shift is 8 hours long and takes place during the evening or night (2nd and 3rd shifts). All shifts are scheduled between 4 pm and 7 am. The Winning Recipe These are the core competencies this role calls for: • 3+ years experience in with an Account Management, Customer Support or Customer Success role • Excellent English verbal and written communication skills, minimum B2 level • Excellent collaboration and communication skills with team members and leadership • Comfort using ticketing systems, CRMs, and basic spreadsheets • Ability to stay calm, empathetic, and effective in a high paced contact center environment • Ability to multitask and handle competing priorities during peak periods The Extras Working at Slice means more than a job - it's a place where your growth actually gets invested in. • Paid training from day one - we invest in your success from the start with fully paid on-the-job training • Career growth that's real - clear paths to grow within your team and across the organization, backed by close coaching from team leads and trainers • Learning & Development program - because your skills should keep growing long after onboarding • Referral program - help us grow the team and get rewarded for it • Wellbeing program - a dedicated wellness stipend for your physical and mental health • Competitive salary - plus night hour supplements and extra payments • A team that knows how to have fun - ping pong tournaments, Pizza Fridays, and summer parties are just part of the package The Hiring Process You’ll find a summary of your expected interview process below and we’ll stick to this as closely as possible, but please note this may be subject to change. • 30 minute meeting with Recruiter • 30 minute meeting with Team Leads • Offer! At Slice we are committed to fostering an inclusive, diverse, and supportive workplace. Our core values – We’re doers, Nail the basics, Better together, We’re Pan Atlantic, Build in Public and It’s a pizza Party - guide everything we do, innovate, learn and grow. Privacy Notice Statement of Acknowledgment When you apply for a job on this site, the personal data contained in your application will be collected by Slice. Slice is keeping your data safe and secure. Once we have received your personal data, we put in place reasonable and appropriate measures and controls to prevent any accidental or unlawful destruction, loss, alteration, or unauthorised access. If selected, we will process your personal data for hiring /employment processes, as well as our legal obligations. If you are not selected for the job position and you have given consent on the question below (by selecting "Give consent") we will store and process your personal data and submitted documents (CV) to consider eligibility for employment up to 365 days (one year). You have the right to withdraw your previously given consent for storing your personal data and CV in the Slice database considering eligibility for employment for a year. You have the right to withdraw your consent at any time. For additional information and / or exercise of your rights to the protection of personal data, you can contact our Data Protection Officer, e-mail: privacy@slicelife.com