5 дней назад
Customer Care Team Leader
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Care Team Leader (Customer Support Operations): Leading and developing a customer support team serving European markets with an accent on operational performance, staffing coverage, customer satisfaction, and remote troubleshooting. Focus on improving service processes, resolving recurring issues, and coordinating customer care initiatives with technical, service, product, market, and digital teams.
Location: Španskih boraca 3, Belgrade, Serbia
Company
develops sensor-based collection, sorting, grading, and food processing solutions that support the circular economy and resource recovery.
What you will do
- Lead, coach, and develop a team of Customer Care Specialists.
- Manage daily operational performance, including SLA compliance, response and resolution times, first-contact resolution, customer satisfaction, productivity, and quality.
- Plan staffing and shift schedules to provide reliable coverage across European markets and operating hours.
- Support a remote-first service approach through troubleshooting, case ownership, preventive actions, and collaboration with technical and service teams.
- Identify recurring issues and lead process improvement, automation, digitalization, and Customer Care initiatives.
- Coordinate issue resolution and operational alignment with Service Operations, Field Service, Product Support, Market Organizations, and Digital teams.
Requirements
- 3–5+ years of experience in Customer Care, Technical Support, Service Operations, Contact Center, Shared Services, or a similar operational environment.
- Previous experience leading people in an operational or customer support setting.
- Experience with workforce planning, shift scheduling, KPI follow-up, and performance improvement.
- Understanding of customer care processes, escalation handling, remote troubleshooting, and service management.
- Experience with CRM or case management systems; Dynamics 365 experience is preferred.
- Strong English communication skills are required for collaboration across markets and stakeholder groups.
Culture & Benefits
- Purpose-driven work focused on sustainability and resource recovery.
- Opportunity to contribute to European transformation projects and shape operating models.
- Exposure to diverse systems, stakeholders, and business functions.
- Collaborative, international, and innovative working environment.
- Career development opportunities and the ability to influence processes and ways of working.
Hiring process
- Submit a CV, a short personal introduction, and an explanation of interest in the role through the application form.
- Applications are assessed on an ongoing basis; the stated deadline is 18 September.
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