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Customer Support Team Leader
hace 3 meses
ABOUT THE ROLE
As a Customer Support Team Leader, you will play a pivotal role in driving the effectiveness and efficiency of our customer support operations. Your leadership will be essential in fostering a culture of excellence and collaboration within the team.KEY RESPONSIBILITIES
Leadership Development: Your primary responsibility will be to lead and mentor the customer support team, promoting a collaborative and supportive work environment. Quality Assurance: You will oversee the quality and efficiency of our customer support services, implementing best practices and continuous improvement initiatives to ensure timely resolution of customer inquiries. Training and Development: You will design and execute training programs to enhance the skills and knowledge of the support team, ensuring they are well-equipped to meet customer needs. Cross-Department Collaboration: You will work closely with other departments to understand customer requirements and facilitate effective communication between teams. Issue Resolution: You will manage escalated customer issues, acting as a key point of contact for complex problems and implementing preventive measures to enhance customer satisfaction. Performance Analysis: You will generate and analyze performance reports, identifying areas for improvement and providing regular updates to senior management on team performance.
CANDIDATE PROFILE
Education and Experience: A degree in a relevant field with a minimum of 3 years in a customer support leadership role, preferably in a SaaS B2B environment. Skills: Strong communication skills in both German and English, with a proactive approach and familiarity with customer support tools. Leadership Qualities: Proven experience in motivating and inspiring team members. Customer-Centric Mindset: A strong focus on understanding customer needs and delivering effective support. Team Collaboration: Comfortable working in a team-oriented environment and collaborating with diverse individuals.ABOUT EQS GROUP
EQS Group is dedicated to providing innovative solutions that empower companies to meet complex regulatory requirements while fostering transparency and trust. We are committed to creating an inclusive workplace that values diversity and supports the development of all employees. Security is a shared responsibility, and every team member plays a crucial role in upholding our information security policies.