Customer Support Operational Team Lead
(m/f)
Referencia: JN -022026-6956421
Adicionado em 04.03.2026
Sobre os nossos clientes
The company operates within the Technology industry and is a medium-sized organization. It is committed to delivering quality services and products to its clients while maintaining a strong focus on innovation and customer satisfaction.
Descriçăo da oferta
The Customer Support Operational Team Lead will oversee and manage a team to ensure top-tier customer support. This role requires effective team leadership and operational management skills to deliver exceptional service.
Description
Um/a Customer Support Operational Team Lead bem-sucedido/a deve ter:
Lead and manage a team of customer support representatives to achieve performance goals.
Monitor and improve customer service processes and workflows.
Ensure timely resolution of customer issues and escalations.
Develop and deliver training programs to enhance team skills and knowledge.
Analyze customer support metrics and prepare detailed reports for management.
Collaborate with other departments to address customer needs effectively.
Implement strategies to improve customer satisfaction and retention.
Stay updated on industry trends and best practices to ensure excellent service delivery.
Profile
Key Competencies:
Calm leadership during high priority and escalated incidents.
Customer-centric judgement.
Data-driven decision-making.
Operational rigor and structure.
Coaching and talent development.
Strong cross-functional collaboration.
Strong understanding of ERP-related incident scenarios (preferred).
English and French language proficiency (preferred).
ITIL 4 Foundation certified (preferred).
Job Offer
Opportunities for professional growth and development.
A collaborative and innovative working environment.
O que procuramos
ITIL, Customer Support, Team Leading
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