Team Leader Customer Support (Italian or Spanish)

What you will do

As Team leader Customer Support you are responsible for the day to day operations of the customer service activities of our Italian / Spanish and French team Your main responsibilities will involve the management of the international Customer Support Agents as well as delivering the best possible service to our customers. You are responsible for closely monitoring our KPI’s and achieving our team goals while giving our agents all the support they need. As a result, our Customer Support Agents love their job and deliver excellent support to all of our buyers and sellers around the globe.

You will be managing, motivating and coaching a part of the enthusiastic Customer Support team, which currently consists of around 90 international Customer Support Agents and is growing rapidly. You are the first point of contact for our Customer Support Agents and you actively build a collaborative team environment. You continuously focus on the development of individual Customer Support Agents and the quality level of the Support team as a whole.

You actively participate in the daily work of the customer support department. You will strongly focus on the continuous improvement of the customer service processes and further professionalization of our department.  You are able to analyse the current work processes and are able to implement improvements to optimize the customer satisfaction. With your customer orientation, expertise and leadership skills you are able to always improve the customer satisfaction.

You report directly to the Head of Customer Support. You have a hands-on mentality and your management style is characterized by energy and initiative and meets up with the individual needs of the Customer Support Agents or specific situation.

Tasks and responsibilities

• Managing, motivating, guiding and coaching Customer Support Agents in their daily work;
• Monitoring and reporting on KPI’s;
• Making personal and teamgoals;
• Making the work schedule and personnel planning of the team;
• Do job interviews, bilateral meetings and performance appraisals with the Customer Support Agents;
• Weekly meetings with the team;
• Operative at the workplace, answering (complicated) customer questions;
• Implement improvements to optimize the customer satisfaction and professionalize the work processes of the department.

Who you are

• Higher level education (Bachelor degree), preferably in the fields of Communication or Business Administration;
• Five years professional work experience in a customer support environment, preferably within an international and fast- growing organization;
• You are fluent in English, Italian and/or Spanish and preferably also speak some French;
• A natural leader who has at least three years managerial experience in a similar position;
• Proven experience in process improvement;
• Experience with Zendesk CRM system is an advantage;
• You’re willing to work in rotating shifts, evenings and weekends included.

Competencies

Analytic, communicative, customer oriented, driven, emphatic, energetic, flexible, hands-on, people manager, positive mindset, pro-active, problem solving, responsible, result oriented, stress-resistant, structured and a team player.

What we offer

This is your chance to become part of Europe’s fastest growing tech company! You will have an exciting job in a young, fast-growing, dynamic & international organisation. In addition we will make sure you have a soft landing, should you have to relocate to the Netherlands. Additionally, you can expect:

• 25 days Paid holiday & holiday allowance
• Excellent opportunities for career development
• Sponsored events and afternoon drinks
• A fun team in a fast-growing online company facing complex challenges
• Lots of room to work on great ideas, and to learn and grow

Interested?

Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. A capability test, reference check, Certificate of Conduct and interviews in English are all part of our recruitment process.