Customer Support Team Lead
hace 1 semana
Customer Support Team Lead (L1) – 24/7 Operations Company: G+D Mobile SecurityG+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We are looking for a Customer Support Team Lead to support the Head of Customer Support in running a 24/7 L1 support operation , developing team members, and continuously improving service quality and customer satisfaction. Responsibilities People Leadership & Performance Lead, coach, and motivate the L1 support team across shifts; build a culture of ownership, quality, and collaboration. Set SMART objectives aligned with overall Customer Support goals; conduct regular 1:1s, feedback cycles, and performance reviews. Ensure adherence to attendance, punctuality, breaks, handover discipline, and operational standards. Drive individual development plans and training progression for team members. 24/7 Operations & Resource Planning Own shift planning and coverage (annual calendar, holidays, sickness coverage, shift changes), ensuring continuity of service 24/7. Balance workload across the team (tickets, monitoring-related tasks, customer communications) and ensure clean, timely handovers. Coordinate onboarding logistics for new joiners (training plan, access readiness, tools, and first weeks follow-up). Service Quality, SLA & Escalation Management Monitor queue health and SLA performance; proactively remove blockers and coordinate escalations when needed. Perform quality checks on tickets and customer communications (email/chat), ensuring accuracy, completeness, and professionalism. Track and follow up on escalations and customer-impacting issues; ensure clear communication and proper documentation. Knowledge Management & Process Excellence Maintain and improve SOPs, runbooks, and knowledge base articles; ensure documentation remains accurate and usable for 24/7 operations. Organize and run simulations/tabletop exercises for critical scenarios to improve readiness and response quality. Build functional knowledge of G+D products, services, tools, and processes and ensure structured knowledge
-
Customer Support Team Lead
hace 6 días
Sant Joan Despí, España Giesecke+Devrient A tiempo completoCustomer Support Team Lead (L1) – 24/7 Operations Company: G+D Mobile Security G+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We are looking for a Customer Support Team Lead to support the Head of Customer Support in running a 24/7 L1 support operation , developing team members, and continuously improving service...
-
Customer Support Team Lead
hace 5 días
Sant Joan Despí, España Giesecke+Devrient A tiempo completoCustomer Support Team Lead (L1) – 24/7 OperationsCompany: G+D Mobile Security G+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We are looking for a Customer Support Team Lead to support the Head of Customer Support in running a 24/7 L1 support operation, developing team members, and continuously improving service...
-
Customer Support Team Lead
hace 1 semana
Sant Joan Despí, España Giesecke+Devrient A tiempo completoCustomer Support Team Lead (L1) – 24/7 OperationsCompany: G+D Mobile SecurityG+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We are looking for a Customer Support Team Lead to support the Head of Customer Support in running a 24/7 L1 support operation , developing team members, and continuously improving service...
-
Customer Support Team Lead
hace 1 semana
Sant Joan Despí, Barcelona, España Giesecke+Devrient A tiempo completoCustomer Support Team Lead (L1) – 24/7 OperationsCompany: G+D Mobile SecurityG+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We are looking for a Customer Support Team Lead to support the Head of Customer Support in running a 24/7 L1 support operation, developing team members, and continuously improving service...
-
Customer Support Team Lead
hace 1 semana
Sant Joan Despí, Barcelona, España Giesecke+Devrient A tiempo completoG+D makes the lives of billions of people around the world more secure. We shape trust in the digital age with built-in security tech in three segments: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech We are an international...
-
Private Office Support Lead
hace 6 días
Sant Joan Despí, España Giesecke+Devrient A tiempo completoCustomer Support Team Lead (L1) – 24/7 Operations Company: G+D Mobile Security G+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We are looking for a Customer Support Team Lead to support the Head of Customer Support in running a 24/7 L1 support operation , developing team members, and continuously improving service...
-
24/7 Customer Support Lead
hace 1 semana
Sant Joan Despí, España Giesecke+Devrient A tiempo completoA global telecommunications leader in Sant Joan Despí is seeking a Customer Support Team Lead to oversee a 24/7 L1 support operation. The role involves leading a team, managing shift operations, and focusing on customer satisfaction. The ideal candidate will have strong management skills, experience in 24/7 operations, and excellent communication abilities,...
-
Customer Support Engineer
hace 1 semana
Sant Joan Despí, España Giesecke+Devrient A tiempo completoCustomer Support Engineer (L1) – 24/7 Operations Company: G+D Mobile Security Working model: 24/7 rotating shifts About the role G+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We’re looking for a Customer Support Engineer (L1) to join our 24/7 Customer Support team and provide first-line technical support to our...
-
Customer Support Engineer
hace 6 días
Sant Joan Despí, Barcelona, España Giesecke+Devrient A tiempo completoG+D makes the lives of billions of people around the world more secure. We shape trust in the digital age with built-in security tech in three segments: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech We are an international...
-
Customer Support Engineer
hace 6 días
Sant Joan Despí, España Giesecke+Devrient A tiempo completoCustomer Support Engineer (L1) – 24/7 Operations Company: G+D Mobile SecurityWorking model: 24/7 rotating shiftsAbout the role G+D Mobile Security is a global leader in secure telecommunications systems (SIM/eSIM). We’re looking for a Customer Support Engineer (L1) to join our 24/7 Customer Support team and provide first-line technical support to our...
