Customer Support Team Leader - German Lisboa

Customer Support Team Leader - German
Lisboa
Lisboa, Lisboa, Portugal

The Customer Support team is the first point of contact for all our customers. We are responsible for providing excellent customer service through identifying issues quickly, providing effective solutions, educating the customer to reduce future avoidable contacts, owning the customer query until resolved or escalating to the correct team. The customer service team identifies improvement opportunities aligned to our key objectives such as Customer Agent Impact Score (CAIS), First Contact Resolution (FCR), and transfers.

Our customer support team is the first port of call for customers. It is vital we deliver excellent support to ensure we remain the most trusted cryptocurrency platform.

Responsibilities

1. Lead a team responsible for all daily activities impacting the customer experience.
2. Utilize live, legacy reports, tooling, and systems to understand current operations.
3. Coach team members at all levels; develop poor performers and inspire top performers.
4. Provide guidance through
   - on coaching to reduce future escalations and promote
   - sufficiency.
5. Improve customer experience by working
   - functionally to optimize planning, staffing, performance management, quality, and training.
6. Identify customer improvement opportunities and implement impactful actions.
7. Monitor customer experience metrics via dashboards, reports, and contact centre tools to lead the team for success.
8. Use performance management systems to assess team performance and address gaps.
9. Collaborate with CXO on product, process, and CX improvement programs.
10. Identify and recommend impactful solutions for customer issues, working with relevant leads to implement them.
11. Hold weekly or
    - needed meetings with the team to align on performance and programs.
12. Spend at least one hour daily working on queries and handling escalated issues to stay connected to the customer.
13. Facilitate weekly huddles with agents focused on specific topics or metrics.
14. Understand top user issues and recommend product and policy improvements; communicate insights and impact effectively.

Minimum Requirements

• 2 years of people management experience in a contact center, BPO, or vendor management environment.
• Fluency in English (verbal and written).
• Minimum C1 level proficiency in German.
• Ability to thrive in a
  - paced, multicultural team environment.
• A curious mindset focused on learning, challenging the status quo, and business improvement.
• Encourage openness, transparency, and respect for privacy.
• Promote equality, diversity, and inclusion.
• Strong team orientation and ability to build a
  - performing team.
• Inspiring coaching skills to develop team members into top performers or for promotion.
• Understanding of different mindsets, learning styles, and motivation techniques.
• Excellent communication skills across all levels and channels.
• Experience in delivering
  - quality customer service, sales, and account management within contact centres.
• Knowledge of solution design, procedures, operating models, and proficiency with contact centre technology.
• Strong
  - solving skills and trend analysis.
• Experience working in a crypto company.
• Experience in lean, Kaizen, or other
  - centric programs.
• Familiarity with KPIs such as daily, weekly, monthly issue resolution, FCR, CAIS, transfers, and productivity.