Customer Service Team Leader - Italian Speaking

Location: Hybrid role based in Sunderland or Leeds, UK

Company

hirify.global operates a customer experience function supporting players in the Italian territory.

What you will do

• Lead and support a team of Italian-speaking Customer Service Advisors.
• Coach team members, run 1:1s and development conversations, and support onboarding and training.
• Manage attendance, absence, return-to-work processes, holidays, overtime, rota changes and offboarding.
• Run performance reviews, QA and scorecard reviews, monitor live dashboards, and present performance data.
• Handle probation reviews, performance plans and complex people matters.
• Act as a link between Customer Experience, Product and Tech while championing customer feedback and continuous improvement.

Requirements

• Fluent Italian and English, written and spoken.
• Strong leadership and people management experience.
• Customer service experience and awareness of customer service trends and best practice.
• Confident communication skills for working across teams.
• Organisation, adaptability and the ability to manage multiple priorities.
• Ability to work in a hybrid setup from Sunderland or Leeds, UK.

Culture & Benefits

• Permanent, full-time employment.
• Inclusive culture focused on individuality and equal opportunities.
• Shifts are discussed during the interview.
• Opportunity to develop leadership skills and contribute to evolving customer experience initiatives.