CS Team Lead - German and English Lisboa

Overview

CS Team Lead - German and English at Catawiki. As a CS Team Lead, your focus will be on meeting organisational objectives and goals and increasing Customer Satisfaction. You will support, guide, and coach your team to ensure they perform at an optimal level, and you will use your leadership skills to inspire, motivate, and engage your team. It will be your responsibility to create a cohesive team that works together efficiently and to maximise the team’s potential.

What You’ll Do

Results and Responsibilities

• Advise and coach CS Representatives on soft skills and best practices, leading to higher productivity,
  - quality team performance, and improved customer satisfaction.
• Day-to-day management, including assigning tasks, monitoring incoming volumes, and adjusting schedules based on needs, absences, or shifting priorities.
• Manage and coach a team of CS Representatives to meet departmental and team performance targets and KPIs while delivering exceptional customer service.
• Handle daily escalations and cancellations for the CS Representatives.

Tasks and Activities

• Foster a culture of team engagement, recognising and celebrating achievements and promoting collaboration and teamwork.
• Monitor team performance metrics and provide feedback, coaching, and support to improve performance.
• Develop and maintain effective customer service procedures and policies to ensure consistent quality and efficiency.
• Understand reports and dashboards and provide strategic input on customer service operations, team performance, and customer feedback.
• Collaborate with other teams, such as sales and product development, to incorporate customer feedback into business strategies.
• Have 1:1 meetings regularly, conduct performance appraisals, and hold
  - ups with direct reports.
• Respond to customer inquiries and complaints with timely and accurate resolutions.
• Manage and monitor ticket queues and volumes for optimal efficiency.
• Support the Team Manager with managing SLAs and implementing new tools, processes, and procedures.
• Report to the CS Team Manager and serve as a backup in case of
  - term absence.

Your primary objective will be to boost workplace performance within our CS organisation.

What You’ll Bring

• At least 1 year of experience in Customer Service Teams, including managing a team of at least 10 Representatives.
• Fluency in English and German (additional languages are a plus).
• A balanced leader with a passion for inspiring, motivating, and engaging a team.
• Proven experience with KPIs and OGSM.
• Strong stakeholder management skills and expertise.
• Ability to prioritise tasks effectively and address
  - hoc situations.
• Relevant experience or a strong interest in identifying and implementing improvements, new processes, and tools.
• Available to work 40 hours per week. Regular office attendance is required to support your team.
• Available to work some weekends and on some public holidays.
• This role is based in Lisbon, Portugal.

In return

• Permanent Contract (with a 6-month Probation Period).
• A competitive Annual Gross Base Salary, depending on your level, competencies, and overall experience.
• Health Insurance from day 1 (including dental coverage), with access to multiple hospitals and clinics and a vast wellness network.
• A Work From Home Allowance to help with monthly household bills.
• Commuting between your home and our office is covered by Catawiki.
• Amazing Office right in the centre of Lisbon.

Why You-'ll Love Working with Us

• Create a Visible Impact by working at scale in a global organisation that serves millions of customers across 80+ categories. In our flat structure, every role has a broad scope that directly impacts both our customers and the business.
• Learn and Grow with Us through Learning & Development initiatives and mentorship programmes to support career progression.
• A Culture of Connection with a diverse team of 800+ Catawikains and 60+ nationalities; inclusive and
  - friendly work environment.
• Celebrate Life’s Moments with benefits such as a €100 Catavoucher upon joining, a €50 Catavoucher on your birthday, one extra day off per year, and additional leave for
  - term milestones.

Please note that benefits can vary by location. For specific information regarding what’s available in your country, please consult your recruiter.

Our Offices and Way of Working

Our vibrant offices in Amsterdam, Paris and Lisbon are designed to inspire and connect. Most Catawikians are within commuting distance of one of our offices and enjoy the flexibility of a hybrid work model. Some roles may be fully remote or fully
- based depending on the job description.

Interested?

Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to Catawiki’s Applicant Privacy Policy.

If you’re excited about this role but your past experience doesn’t align perfectly with every qualification, we encourage you to apply anyway. You may be just the right candidate for this or other roles.