Team Leader (Customer Support & Service)

TL;DR

Team Leader (Customer Support & Service): Leading and developing a high-performing customer support team to deliver exceptional service with an accent on operational efficiency and team engagement. Focus on coaching, performance management, and driving continuous improvement in customer satisfaction.

Location: Lisbon, Portugal

Company

hirify.global is a credential security company trusted by millions of consumers and over 25,000 brands worldwide.

What you will do

• Manage a team of 10 to 15 support agents
• Train, mentor, and guide your team to strengthen quality and efficiency metrics
• Ensure Customer Satisfaction by providing best in class service
• Support daily operations through operational oversight and analysis
• Handle escalations of more difficult support interactions
• Contribute to and help drive continuous process improvement

Requirements

• Fluency in English is mandatory
• A minimum of two years of experience managing support teams
• Demonstrated experience managing teams of 8 to 15 agents
• Experience using customer support ticketing systems (ideally Zendesk)