Customer Service Team Lead

November 1

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Leadtech Group

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Internet services • UX Design • Frontend • SEM • SEO

201 - 500

Description

• We are looking for an experienced and proactive Customer Service Team Leader to join our team! • In this role, you will oversee daily operations, guide team performance, and act as a key liaison between team members and other departments. • This position requires proven leadership experience in customer service, strong problem-solving abilities, and a passion for coaching and mentoring. • As a Team Leader, you will ensure the team meets performance targets, maintains operational efficiency, and fosters a culture of continuous improvement. • Leadtech has been fostering and developing innovative digital businesses across several industries since 2009. • It has since then expanded to a team of over 700 committed employees working all over Spain. • We are thrilled to have more than 23 nationalities working together and very proud to see that our products and services are enjoyed by millions of users monthly around the globe. • Monitor team performance, assign tasks, and ensure effective daily operations, including optimal service coverage. • Serve as the primary point of contact for the team, addressing questions, concerns, and escalations efficiently. • Conduct daily reviews of team performance, including previous day’s metrics, to ensure alignment with KPIs. • Hold regular one-on-one meetings with agents and project specialists to review tasks, provide feedback, and set goals. • Initiate and oversee Performance Improvement Plans (PIPs) as needed, ensuring proper execution and alignment with company procedures. • Attend regular meetings with project directors to discuss priorities and action items. • Track, analyze, and report on key performance indicators specific to project objectives. • Collaborate with other departments to identify and address additional support needs. • Manage team schedules, including holidays and sick leave, to ensure adequate service coverage at all times. • Prepare and deliver situation reports that outline context, rationale, and outcomes for employee-related matters. • Identify and escalate team needs (e.g., staffing, technical, or operational issues) to the Senior Team Lead as necessary. • Analyze and create detailed reports on team performance, metrics, and other valuable information for relevant stakeholders. • Coordinate closely with Quality and Knowledge teams to uphold quality standards and ensure up-to-date documentation. • Partner with Ops/WFM teams to align on operational aspects and manage system and data needs.

Requirements

• Minimum of 2 years of experience managing medium-sized teams. • Strong multitasking abilities with effective coordination skills within a team. • Strong analytical skills, decision-making autonomy, and the ability to propose solutions to enhance team performance. • Proven ability to guide and motivate the team to meet targets and KPIs. • Ability to propose and implement improvements to operational processes. • Fluency in both English and Spanish (written and spoken). • Availability to work weekends and as required by business needs. • Demonstrated interest or foundational knowledge in AI tools and solutions. • Willingness to explore AI technologies to enhance efficiency within the Customer Service team.

Benefits

• Top-notch private health insurance — includes dental and psychological services • Full-time, permanent contract • Flexible time off, no blackout dates, plus your birthday, Christmas’ Eve and New Year’s Eve off • Remote work OR come into the office if you prefer! • Flextime (7 – 9:30 a.m. / 3:30 – 7:30 p.m) • 35-hour week in July and August (free afternoons here we come!) • Enhanced career path designed just for you • External training budget • Other: ticket restaurant, nursery tickets • Budget for team-building activities • We celebrate all company landmarks • And when you come into the office, you’ll get free coffee and snacks, fresh fruit, and can enjoy our game room and the cool terrace overlooking the Mediterranean