Offer
We are hiring a Customer Service Team Leader on behalf of one of our international clients, a fast-growing company in the mobility and ride-hailing sector. The ideal candidate will lead and support a local Customer Service team, ensuring high-quality user interactions and efficient operations. This is a great opportunity to join a dynamic environment focused on digital solutions and customer satisfaction.
Key Responsibilities
- Lead, coach, and motivate a team of Customer Service Specialists to meet KPIs and service level targets;
- Monitor daily operations, ticket volumes, and team performance to ensure timely and high-quality responses;
- Conduct regular 1:1 sessions and performance reviews to support team development;
- Act as an escalation point for complex customer inquiries and ensure effective resolutions;
- Manage team schedules and distribute workloads to meet SLA commitments;
- Collaborate with cross-functional departments (Operations, Product, Finance) to resolve customer issues and improve processes;
- Identify training needs and contribute to the onboarding and continuous development of team members;
- Participate in process improvement initiatives and ensure the implementation of best practices;
- Provide reports and insights to the Customer Service Manager with actionable recommendations.
Requirements
- Minimum 1–2 years of experience in a similar role (Team Leader or Supervisor in Customer Support);
- Experience working in a metrics-driven environment (e.g., CSAT, FRT, resolution time);
- Strong written and verbal communication skills in English;
- Proficiency with customer support tools and CRMs (e.g., Zendesk, Salesforce, Freshdesk – a plus);
- Excellent organizational and time-management skills;
- Strong leadership, coaching, and conflict resolution abilities;
- Ability to thrive in a dynamic and fast-paced environment;
Key Competencies
- Leadership and team coordination;
- Customer focus and service orientation;
- Analytical thinking and problem-solving;
- Clear communication and emotional intelligence;
- Proactive mindset and process improvement focus;
- Adaptability and resilience.
What We Offer
- Permanent employment contract;
- Meal vouchers;
- Private medical insurance;
- A dynamic, digital-first international work environment;
- Competitive salary based on experience and performanc;
- Professional development and leadership training opportunities.
Offer
We are hiring a Customer Service Team Leader on behalf of one of our international clients, a fast-growing company in the mobility and ride-hailing sector. The ideal candidate will lead and support a local Customer Service team, ensuring high-quality user interactions and efficient operations. This is a great opportunity to join a dynamic environment focused on digital solutions and customer satisfaction.
Key Responsibilities
- Lead, coach, and motivate a team of Customer Service Specialists to meet KPIs and service level targets;
- Monitor daily operations, ticket volumes, and team performance to ensure timely and high-quality responses;
- Conduct regular 1:1 sessions and performance reviews to support team development;
- Act as an escalation point for complex customer inquiries and ensure effective resolutions;
- Manage team schedules and distribute workloads to meet SLA commitments;
- Collaborate with cross-functional departments (Operations, Product, Finance) to resolve customer issues and improve processes;
- Identify training needs and contribute to the onboarding and continuous development of team members;
- Participate in process improvement initiatives and ensure the implementation of best practices;
- Provide reports and insights to the Customer Service Manager with actionable recommendations.
Requirements
- Minimum 1–2 years of experience in a similar role (Team Leader or Supervisor in Customer Support);
- Experience working in a metrics-driven environment (e.g., CSAT, FRT, resolution time);
- Strong written and verbal communication skills in English;
- Proficiency with customer support tools and CRMs (e.g., Zendesk, Salesforce, Freshdesk – a plus);
- Excellent organizational and time-management skills;
- Strong leadership, coaching, and conflict resolution abilities;
- Ability to thrive in a dynamic and fast-paced environment;
Key Competencies
- Leadership and team coordination;
- Customer focus and service orientation;
- Analytical thinking and problem-solving;
- Clear communication and emotional intelligence;
- Proactive mindset and process improvement focus;
- Adaptability and resilience.
What We Offer
- Permanent employment contract;
- Meal vouchers;
- Private medical insurance;
- A dynamic, digital-first international work environment;
- Competitive salary based on experience and performanc;
- Professional development and leadership training opportunities.
