Customer Service Team Lead - Remote

Overview

As a Customer Service Team Lead, you will lead a second-level Customer Service team, ensuring high-quality outcomes and consistent performance in a fast-paced environment.

In Short

• Lead and manage a Customer Service team.
• Ensure consistent KPI delivery and performance monitoring.
• Handle complex customer cases and escalations.
• Support change initiatives and operational improvements.
• Foster a positive team culture and development.
• Collaborate with other team leads for operational success.
• Promote a customer-centric approach in all interactions.
• Encourage feedback and continuous improvement.
• Utilize performance metrics for decision-making.
• Enjoy a remote-first culture with flexible working options.

Requirements

• Proven experience as a Customer Service Team Lead.
• Strong communication and leadership skills.
• Ability to handle complex customer interactions.
• Experience in a tech-driven or e-commerce environment.
• Proactive and improvement-oriented mindset.
• Ability to remain calm under pressure.
• Experience with performance metrics and KPIs.
• Hands-on mentality and willingness to resolve issues.
• Openness to change and new tools.
• Empathy and adaptability in communication.

Benefits

• Access to a dedicated learning budget.
• Opportunities for personal and professional development.
• Flexibility in work hours and remote work options.
• Team-building events and workshops.
• Supportive and inclusive company culture.
• Workation opportunities.
• Healthy work/life balance.
• Collaborative environment across departments.
• Office space available in Vienna.
• Pet-friendly workplace.