🙌 About The Role

Embark on a journey to build a world without borders. We're looking for a dynamic Team Lead for our German Customer Experience Team. As the CX Team Lead, you'll be at the helm of a dedicated customer support team responsible for delivering top-notch talent support. Your role encompasses guiding and overseeing the day-to-day operations of the team, ensuring they meet targets and maintain high Customer Satisfaction Scores (CSATs). Additionally, you'll nurture the team's growth through coaching, conducting regular employee feedback sessions, and aligning workforce planning with business needs.

💪 What You’ll Do

• Lead, motivate and develop the team to achieve the company goals and to perform to their full potential in serving our customers.
• Take ownership of your team's performance metrics, including CSATs, availability, quality, customer satisfaction, and other KPIs, consistently surpassing set benchmarks.
• Mentor and coach team members to elevate their skills and performance, conducting regular employee feedback sessions and jour fixe to provide guidance and support.
• Efficiently manage the team's workload and schedule to ensure optimal resource utilisation and coverage.
• Forge strong partnerships with internal stakeholders, such as Sales & Customer Success, to ensure that our support organisation aligns seamlessly with the business's evolving needs.
• Proactively identify areas for improvement in our customer support processes and recommend actionable solutions to enhance customer outcomes.
• Handle customer complaints and escalations, ensuring swift issue resolution to maintain high customer satisfaction levels.

🌟 What We’re Looking For

You’ll thrive in this role if you have:

• A proven track record with over 2 years of experience as a Team Lead in a B2C SaaS customer experience/support role or a related field.
• Exceptional leadership skills, capable of cultivating high-performing teams.
• The ability to foster team cohesion, engagement, and retention through effective bonding and interaction.
• A role model's attitude, radiating positivity throughout the team.
• Proficiency in workforce planning, tooling, and resource allocation.
• A data-driven mindset, harnessing insights to drive continuous performance improvements.
• A strong sense of empathy, extending both to your team members and our valuable talents/customers.
• The agility to swiftly comprehend challenges and craft creative real-time solutions, even in high-pressure situations.
• Prior experience in a fast-paced environment, ideally within a startup context with a support organisation.
• Fluency in both German and English, complemented by excellent communication skills, both written and verbal.
• A bonus if you have previous experience in HR tech or global mobility companies.