Customer Service Senior Team Lead

Summary

Join Leadtech as a Senior Team Leader in Customer Service! This role builds upon the Team Leader position, requiring expertise and strong leadership. You will supervise daily operations, guide team performance, and ensure KPI achievement. The position involves process optimization, including AI integration, and collaboration with various departments. You'll manage team performance, address escalations, and contribute to continuous improvement strategies. The ideal candidate possesses strong leadership, analytical, and communication skills, along with experience in a similar role. Leadtech offers a flexible work environment, various benefits, and opportunities for professional growth.

Requirements

• 8 months to 1 year of seniority in a Team Lead role within the company, or 4+ years of experience in a similar role in a customer service environment
• Strong ability to manage multiple tasks and coordinate effectively within a team
• Strong analytical skills, autonomy in decision-making, and the ability to propose solutions that enhance team performance
• Excellent verbal and written communication in both English and Spanish
• Ability to guide and motivate the team, ensuring they meet their targets and KPIs
• Propose improvements to operational processes and overall team effectiveness
• A proactive problem-solving mindset, focused on delivering long-term solutions to optimise operations
• Availability to work on weekends and as required by the business

Responsibilities

• Monitor the performance of the Team Leader group, assign and prioritise tasks, and ensure effective daily operations, including correct service coverage
• Effectively distribute workloads among Team Leaders, manage workload fluctuations, and inform stakeholders of service performance during critical situations
• Serve as the primary point of contact for the Team Leads, efficiently addressing questions, concerns, and escalations to higher levels (Senior Team Leaders and Directors, when necessary)
• Foster a harmonious work environment across all levels of operations, driving collaboration, innovation, and excellence
• Develop team competencies and strengthen their professional growth
• Conduct weekly, monthly, and quarterly reviews of team performance, product-related issues, staffing projections, and key milestones
• Identify operational processes that can be improved through detailed analysis and propose innovative solutions, including AI-based tools
• Evaluate opportunities for improvement in response times, service quality, and overall performance, leading initiatives to implement automation or technology-driven solutions
• Collaborate with cross-functional teams to design and execute continuous improvement strategies supported by AI
• Develop and lead action plans to address global pain points and optimize critical processes, ensuring a positive and sustainable impact
• Initiate and oversee Team Lead action plans as needed, ensuring proper execution and alignment with established procedures
• Attend regular meetings with the Product Team and directors to discuss key points and action plans
• Collaborate with HR during regular meetings to ensure process accuracy and provide support in critical situations (e.g., offboarding, probation periods, contract changes, or extensions)
• Attend termination meetings when necessary to ensure successful completion
• Monitor trial periods, contract changes, and extensions for the team. Guide Team Leads to ensure accurate data is provided, enabling informed decisions and clear conclusions for each case
• Closely collaborate with other departments to identify possible support needs for additional tasks in an effective way
• Manage Team Leader schedules, including holidays and sick leaves, ensuring appropriate service coverage at all times
• Identify and escalate team needs to the Department Directors (e.g., staffing shortages, technical or operational requirements)
• Analyse and create detailed reports on team performance, key metrics, and areas of improvement
• Conduct weekly reviews of Average Handle Time (AHT) across projects, collaborating with the Team Leads in their analysis, and presenting actionable recommendations to Directors and Operations Teams
• Generate specialised reports to address critical issues and meet the evolving needs of the CS department
• Collaborate closely with the Senior Team Lead group to ensure operational excellence. Provide valuable insights on new processes and actively contribute to optimising areas of opportunity within the department
• Clearly communicate the department's vision to the team, ensuring alignment and steady progress toward shared goals. Drive the achievement of key milestones, supporting department development through every action

Preferred Qualifications

• AI Knowledge: Ability to identify processes that can be improved through technological solutions and AI-based tools
• Interest in exploring and implementing advanced technologies to optimize efficiency and service quality
• Previous experience in multi-product/project environments and cross-functional coordination teams

Benefits

• Full-time, permanent contract
• Flexible time off, no blackout dates, plus your birthday, Christmas’ Eve and New Year’s Eve off
• Flextime (7 – 9:30 a.m. / 3:30 – 7:30 p.m)
• Free Friday afternoons (a 7-hour workday!) + 35-hour week in July and August (free afternoons here we come!)
• Enhanced career path designed just for you
• External training budget
• Budget for team-building activities
• We celebrate all company landmarks
• And when you come into the office, you’ll get free coffee and snacks, fresh fruit, and can enjoy our game room and the cool terrace overlooking the Mediterranean
• Remote work, flexible hours