Customer Service Team Leader

We’re an EU-based tech scale-up in the mobility space, operating in UK, EU and the MENA region.

A successful candidate will lead a team of agents who aim to provide a flawless customer experience and protect our clients’ time by providing timely solutions to their problems. The Team Lead will support agents when handling complex cases and be responsible for the metrics in their market. They will act as the voice of the customer internally, offering insights to other departments on process & service improvements.

What you will be doing:

• Be responsible for ensuring the highest levels of customer service across calls, live chat, and emails;
• Protect our client's time by ensuring the team adheres to operational SLAs;
• Provide exceptional customer service by ensuring the team adheres to our rigorous luxury communication standards;
• Take ownership for maintaining customer satisfaction targets for the team;
• Monitor results & prepare relevant reporting and weekly analytics of team results;
• Handle escalated complaints end-to-end and escalate feedback to senior leadership;
• Contribute and make a meaningful impact on our customers' experiences with our service and help us continue to grow as a company;
• Train new team members to deliver outstanding customer service;
• Manage a team of agents, their development, and schedules based on forecasts;
• Provide feedback to improve processes or products.

Requirements

Must-have:

• Fluent spoken and written English;
• 4+ years of experience in the luxury service industry, including contact center environments, with a focus on customer-facing roles;
• Passion for exceptional service with strong interpersonal and communication skills, with the ability to build rapport;
• Flexibility for shift work, including weekends, in-office;
• The ability to thrive in a fast-paced, high volume contact center;
• Previous experience in a supervisory role or management experience with direct reports;
• Strong problem-solving skills and technical proficiency;
• Proven track record of handling escalated customer complaints effectively.

Nice to have:

• Additional languages - Italian, French, German, Spanish, Arabic, Chinese;
• Diploma in hospitality or related field;
• Experience working with Jira, Intercom & Aircall.

What we offer

• Highly competitive compensation package
• Medical, life and critical illness insurance
• Lunch allowance
• Allowance for learning and development