Cx Team Lead

About the role:
As a Team Leader – looking after the Nordic Languages, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media. You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment.

Getting Started…

• Learn our tone of voice, systems, and customer service processes.
• Shadow experienced colleagues to understand customer journeys, workflows, and best practices.
• Gain confidence leading a team and handling escalated customer interactions.

Establishing Your Impact…

• Independently manage team performance and operational workflows with professionalism and accuracy.
• Resolve escalated queries fairly and efficiently, setting a high standard for your team.
• Coach and mentor team members to achieve high-quality service and KPIs.
• Build trust with colleagues and customers through clear, timely, and accurate communication.

Driving Excellence…

• Take ownership of team performance, KPIs, and service outcomes.
• Continuously identify and implement improvements in workflows, training, and customer service processes.
• Foster a high-performing, engaged, and motivated team culture.

Key Responsibilities

Key Goals & Objectives:

• Lead a multi lingual team to deliver exceptional customer service across all channels.
• Resolve escalated complaints and complex queries effectively and empathetically.
• Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction.
• Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey.
• Develop, coach, and support team members to reach their full potential.

Key Responsibilities:

• Lead, motivate, and coach a team of Italian and Nordics -speaking support agents.
• Manage team performance, SLAs, KPIs, and adherence to policies.
• Oversee scheduling, workloads, and team workstreams.
• Handle complex or escalated customer interactions efficiently.
• Support recruitment, onboarding, and development of new team members.
• Collaborate with internal teams to ensure smooth handovers and aligned customer support.
• Promote team engagement, wellbeing, and continuous improvement initiatives.

Skills, Knowledge and Expertise

• Minimum 1 year of leadership experience in a customer-facing or support environment.
• Strong customer service focus and ability to manage escalated complaints.
• Proven ability to coach, mentor, and develop diverse teams.
• Knowledge of HR policies and procedures.
• Data-driven, with excellent attention to detail.
• Resilient, adaptable, and positive attitude.
• Strong technology and system skills.
• Ability to consistently meet KPIs, objectives, and SLAs.

Desirable Skills & Experience:

• Experience in sales-driven support teams with high-value targets.
• Familiarity with CRM systems.
• Experience managing inbound and outbound operations.