Customer Experience Team Lead

About Slice

Founded by Ilir Sela with a mission to empower local pizzerias with technology and services to compete with major franchises while retaining their independence, Slice supports tens of thousands of restaurant partners to better serve digitally savvy customers and build sustainable businesses.

Position Overview

As a Customer Experience Team Lead, you will manage a team (pod) that efficiently handles inbound calls, orders, and utilizes internal systems to ensure accurate and timely communication to restaurant partners. Your goal is to lead your team to exceed performance goals while delivering excellent service to diverse customers in a fast-paced environment.

Team Collaboration and Work Schedule

You will work closely with peers, senior staff, and phone associates to ensure uniform execution across the team. Supporting the team during peak times, you will strive to meet quality assurance, productivity, and low error rate standards.

The role is a full-time, onsite position requiring 40 hours per week, with 8-hour shifts in the evening or night (second and third shifts) scheduled between 4 PM and 7 AM.

Required Qualifications

• Minimum three years of experience in account management, customer support, or customer success roles.
• Proficient English communication skills, both verbal and written, at least B2 level.
• Strong collaboration and communication capabilities when working with team members and leadership.
• Comfortable using ticketing systems, CRM software, and basic spreadsheets.
• Ability to stay calm, empathetic, and effective in a fast-paced contact centre setting.
• Capability to manage multitasking and prioritize competing demands during busy periods.

Benefits and Work Culture

• Enjoy Pizza Fridays to celebrate team spirit.
• Access to a Wellbeing Program to support health and wellness.
• Private Health Insurance coverage for employees.
• Opportunities through a Learning and Development Program.

Selection Process

• Initial 30-minute interview with a Recruiter.
• Subsequent 30-minute conversation with Team Leads.
• Final job offer for successful candidates.

Inclusion and Values

Slice is dedicated to creating an inclusive, diverse, and supportive workplace guided by core values such as accountability, teamwork, innovation, transparency, and celebration.

Privacy Notice

Applicants' personal data will be collected, securely stored, and processed by Slice solely for recruitment and legal obligations. If consent is given, data may be retained for up to one year for future employment consideration. Applicants have the right to withdraw consent at any time by contacting the Data Protection Officer via email.