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.
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
requirements-expected :
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
offered :
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
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of professional training & courses
