Operationnal Team lead Customer Care Lisboa

Operationnal Team lead Customer Care
Lisboa
Lisboa, Lisboa, Portugal

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

Core competencies

• You speak fluent German and English – this is essential for our international growth
• You are comfortable with CRM/helpdesk tools (Intercom, Gainsight, etc. ) and with data visualization tools (Looker, etc. )
• You have good knowledge of the basics of finance and cash management, allowing you to understand the product and support your team in assisting with customer requests
• You have +2 years experience in Bto
  B support (ideally in a fintech), including at least 1 year supervising a team. You have proven expertise in managing and optimizing the user experience
• Excellent communication and leadership skills
• You know how to combine strategic vision and operational execution, with strong agility, good business sense, and a collaborative mindset