The Customer Support Team Lead is responsible for overseeing a team of customer support agents providing support in French, Italian, and English. The Team Lead ensures high-quality service is delivered to customers while maintaining the team’s operational efficiency. They play a key role in team management, performance improvement, and process optimization, actively supporting team members in handling customer inquiries, requests, orders, issues, and escalations.

Team Lead, Global Service Desk

Your responsibilities

• Team Leadership:
• Lead, mentor, and coach a team of customer support agents, ensuring their performance aligns with company goals and KPIs
• Set clear team goals, monitor progress, and provide regular performance feedback
• Foster a positive, collaborative team environment that promotes productivity and job satisfaction
• Customer Support Operations:
• Oversee daily support operations, ensuring tickets, chats, and calls are handled efficiently and effectively
• Manage the workload and schedules of team members to meet support demands and maintain service-level agreements (SLAs)
• Handle escalated customer issues and complaints, ensuring they are resolved quickly and appropriately
• Performance Monitoring:
• Track team performance through metrics like response times, customer satisfaction (CSAT), and ticket resolution
• Identify areas for improvement and implement strategies to optimize performance and team output
• Conduct regular one-on-one meetings and performance reviews with team members
• Training and Development:
• Provide ongoing training and development opportunities to ensure team members have the knowledge and skills required to excel in their roles
• Keep the team updated on new products, services, and procedures
• Develop and update team training materials as needed
• Process Improvement:
• Collaborate with the Manager and other departments to streamline processes, improve workflows, and enhance the overall customer experience
• Identify common issues or recurring problems and work with relevant teams to resolve them
• Reporting:
• Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to leadership
• Analyze trends in customer feedback and provide insights for continuous improvement
• Stakeholder Collaboration:
• Work closely with other departments, including Customer Support Quality Assurance, IBX Operations, Customer Success Management, and Sales, to ensure customer feedback is incorporated into business strategies and service improvements
• May represent the support team in selected cross-functional meetings to ensure alignment and coordination

Our requirements

• Proven years of experience in customer support, with some years in a supervisory or team lead role
• Proficiency in French and Italian is considered an asset
• Bachelor’s degree in Business, Communications, or a related field preferred
• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Ability to handle escalations and resolve complex customer issues
• Data-driven with experience in performance analysis and reporting
• Proficient in customer support software (e.g., Salesforce Service Cloud) and MS Office applications

What we offer

• Employment in a stable company with an established position in the market.
• Possibility to work within fast growing world’s 500 Fortune digital infrastructure company.
• Challenging job in a dynamic, professional, international and multicultural environment.
• Possibility to participate in company sponsored trainings package.
• Employee Assistance Program – assess to free counselling legal and financial consultations and crisis intervention.
• Paid employee referral program.
• Opportunity to work in supportive, inclusive environment with People-Centric Culture.
• Competitive salary and yearly bonus as well as a well-defined career path shaped to the individuals career focus & priorities.
• Attractive benefits package