Operationnal Team lead Customer Care - German Market Lisboa

About the role

As Operational Team Lead Care for the German market, you will play a vital role in driving operational excellence and the quality of customer support for our Key Accounts/Strategic clients and SMEs. You will manage and coach a team, define and track objectives, and drive the continuous improvement of our Care operations.

Drive Performance

• Monitor and ensure the daily achievement of key KPIs (response time, resolution rate, customer satisfaction, quality score, etc. ) and turn them into concrete action plans.
• Define (monthly) objectives for your team and each team member, and set up regular
  - up meetings to guarantee operational excellence.
• Conduct weekly performance reviews, provide individual coaching, and manage the pipeline to ensure objectives are reached and your team is growing in its capabilities.
• Structure and animate rituals and routines to drive a
  - performance, continuous improvement culture.

Team Management

• Recruit and onboard your team members in collaboration with the Talent Acquisition team.
• Lead, coach, and set objectives for growing team of 4 people
• Foster a stimulating, demanding, and caring work environment that values performance and personal development.

Optimize Processes

• Diagnose pain points for both customers and team members, propose pragmatic solutions, and implement process improvements.
• Identify friction points, pain points, or inefficient processes, and propose concrete solutions to enhance efficiency, quality, and team engagement.

Be the Customer’s Voice

• Act as an ambassador for German customers within the company, ensuring their feedback is heard and taken into account at all levels of the organization.
• Detect weak signals and trends to anticipate customer needs and improve our services.

Cross-functional Collaboration

• Work closely with other teams: Care Team Leads, Customer Success Tech, Account Managers, Onboarding and Support teams to coordinate and assess needs.
• Ensure regular reporting to your manager (Head of Care, Lisbon-based) to guarantee a smooth transition and be fully autonomous in your scope.