V
source · wttj·req · jb_fa71afa34e·listed 4h ago
Customer Experience Team Leader (German Speaker)
Vintage Cash Cow·Leeds, United Kingdom·Hybrid·Full-time
Sourced listing · wttjNo salary disclosed
compensation · not disclosed
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Summary
the pitchJoin our team as a Customer Experience Team Leader, where you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels. You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment. Fluency in German and a minimum of 1 year of leadership experience in a customer-facing or support environment are required.
Role
posted by company- Strong technology and system skills
- Strong customer service focus and ability to manage escalated complaints
- Knowledge of HR policies and procedures
- Resilient, adaptable, and positive attitude
- Ability to consistently meet KPIs, objectives, and SLAs
- Data-driven, with excellent attention to detail
- Proven ability to coach, mentor, and develop diverse teams
- Fluency in German (written and spoken)
- Minimum 1 year of leadership experience in a customer-facing or support environment
- Familiarity with CRM systems
- Experience in sales-driven support teams with high-value targets
- Experience managing inbound and outbound operations
Key responsibilities
- Verantwortung für die Teamleistung, Coaching von Kollegen, Lösung eskalierter Anfragen und Überwachung von KPIs.
- Identifizieren und Implementieren von Verbesserungen in Arbeitsabläufen, Schulungen und Kundenserviceprozessen.