Team Leader

hace 7 meses

Barcelona, España Rubiko A tiempo completo

To support our growth as experts in the field of customer support, tailored for the iGaming industry, we are recruiting a **Team Leader** to be part of our **Customer Support Operations**. In this position, you will coordinate the customer support team’s day-to-day activities, organizing the available resources and delegating tasks to team members to efficiently and effectively achieve business targets. We are at a fast-growing pace, and if you are interested in developing within Rubiko and gaining cross-functional experiences in iGaming, this can be a new exciting opportunity to make an impact in the business growth.

**Responsibilities**:

- Provide a senior and high-quality service to any applicable situation related to Rubiko’s customer support service
- Manage the customer support team’s day-to-day activities, organizing the available resources and delegating tasks to team members to efficiently and effectively achieve business targets
- Deploy iGaming expertise throughout the customer support team, guiding and assisting agents to provide high-quality customer support service
- Represent as leader on shift, being the point of contact to the client, the operations team, and the agents
- Maintain a close communication and collaboration with client´s representatives
- Identify patterns and trends in the customer support contact and report all service issues
- Conduct 121 performance reviews and coaching sessions to maximize the team´s performance as required or in collaboration with the performance manager
- Lead start-up meetings, communicate proactively with team members
- Coordinate and communicate with other shifts to ensure smooth shift handovers
- Coordinate and track workforce breaks, reports, absences and coordinate with HR or Support Manager the people matters
- Follow companies and clients' policies, procedures, and guidelines; handling all manners with leadership and professionalism
- Own team's performance, delegate, coordinate and motivate the team to achieve organizational goals
- Empower team members to improve their service skills, their confidence and product knowledge
- Create a pleasant and positive working environment that inspires the team
- Support the business leading the teams to achieve service-level objectives

**Requirements**:

- Proven experience in a team lead or managerial role within customer support.
- Excellent communication, interpersonal, and leadership skills.
- Fluent in both written and spoken English
- Strong problem-solving skills and ability to work well under pressure.
- Ability to multitask, analyze data, identify trends, and make data-driven decisions.
- The ability to collaborate as a team player, communicate and report across different business functions
- The ability to delegate, coordinate and motivate team members

**Job Benefits**
- Remote work and allowance
- E-Learning professional development program
- Wellness Benefits
- Competitive fixed salary
- Assistance to obtain NIE and SS number for relocating to Spain

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