Job description:
Lead, motivate, and coach a team of Customer Support Agents to meet performance targets and service excellence standards;
Oversee day-to-day operations across phone, email, chat, social media, SMS, and online reviews;
Support agents with complex complaints, escalations, orders, returns, and sensitive customer cases;
Analyze performance data, identify trends, and drive continuous improvement;
Prepare and present daily, weekly, and monthly performance reports;
Build concise, impactful briefing decks for stakeholder meetings;
Partner with end-market and cross-functional teams to resolve issues and improve processes;
Run regular coaching sessions — one-on-one and on-the-floor — to build capability and engagement;
Manage schedules, attendance, and shift adherence across the team;
Ensure compliance with quality, data protection, and regulatory standards;
Use SAP and Salesforce to manage cases, orders, and performance metrics;
Foster an inclusive, high-performing team culture;
Drive upselling and service improvement through onboarding, training, and upskilling.
Qualifications:
Advanced English & Italian speaker, minimum B2 level;
Minimum 3 years of experience leading customer support teams across multiple channels;
Solid understanding of the tools and technologies used in the industry;
Proven supervisory or Team Lead experience, with strong leadership, coaching, and mentoring skills;
Excellent communication, interpersonal, and conflict-resolution skills;
Ability to thrive in a fast-paced, target-driven environment;
Strong relationship builder, able to establish trust with internal stakeholders;
Solid reporting skills;
Certification in customer service or leadership is a plus;