Customer Service Team Lead Porto

Customer Service Team Lead
Porto
Porto, Porto District, Portugal

WOW24-7 is an international Business Process Outsourcing (BPO) company that provides multilingual customer support services to clients in Western Europe, the USA, Australia, and Canada. We partner with large enterprises and
- growing startups, ensuring
- quality support and customer satisfaction.
We are currently seeking a Team Lead to manage a team of 6 agents and ensure operational excellence. This position requires strong leadership, organizational skills, and the ability to deliver consistent results in a
- paced environment.

Key Responsibilities

• Manage
  -
  - day operations of a 6-agent team, including workload distribution, scheduling, and SLA compliance.
• Serve as the first escalation point for operational and
  - related issues.
• Track and analyze key performance indicators (KPIs): SLA ≤ 13 hours, productivity 20–25 tickets per hour, CSAT ≥ 80%.
• Provide regular performance feedback, coaching, and guidance to agents.
• Deliver structured weekly reports and updates to the Delivery Manager.
• Maintain a high level of team engagement, ensuring motivation, collaboration, and adherence to company standards.

Requirements

• 1–2 years of proven experience in a Team Lead or similar leadership role, preferably within customer support.
• Advanced proficiency in English (C1 or higher) and German (C1 or higher).
• Strong organizational, analytical, and
  - solving skills.
• Ability to lead and motivate a multicultural remote team.
• Solid understanding of SLA-driven workflows and customer support processes.

Work Conditions & Benefits

• Remote work format — the comfort of working from anywhere.
• 18 paid vacation days per year to rest and recharge.
• 15 paid sick leave days for unforeseen situations.
• An open and supportive team where your ideas and initiative are truly valued.
• The opportunity to influence processes and suggest improvements that make work more efficient and comfortable.

Job Types: Full-time, Permanent

Pay: 2, 000. 00€ - 2, 200. 00€ per month

Application Question(s):

• How would you assess your fluency in both spoken and written English?
• How would you assess your fluency in both spoken and written German?
• This role may be structured under an independent contractor agreement. Are you open to this type of cooperation?
• Regarding compensation, what salary range (gross) would you consider appropriate for this role based on your experience and qualifications?