Team Lead @ Online Payment Platform

**Get ready for the career adventure of a lifetime in sunny Valencia, Spain At weWow, you'll thrive in a dynamic scale-up environment, collaborating with some of Europe’s most renowned and fastest-growing brands. Join our incredible international community of passionate professionals, where personal and professional growth is essential.**

**Behind the brand.**

Welcome to the Online Payment Platform Based in the Netherlands, they are a cutting-edge scale-up revolutionizing the online payment landscape. With their innovative solutions, they empower businesses to navigate the complexities of digital transactions with ease and security. As they rapidly expand, their mission is to simplify payment processes, enhance user experiences, and drive growth for their clients. Join us as they lead the charge in shaping the future of online payments

**A day in the life.**

As a Team Lead, you will be responsible for delivering exceptional support, ensuring seamless onboarding, and maintaining a secure experience for OPP’s customers. Leading a team of 20 Customer Experience Specialists, you will drive them to meet and exceed performance goals, ensuring efficient and effective service delivery. You will maintain effective communication with OPP stakeholders, ensuring their satisfaction with weWow.

**How you make an impact.**
- Lead, mentor, and develop a team of customer support agents to ensure high performance and professional growth
- Foster a positive, customer-centric culture within the team, emphasizing the importance of excellent customer service and continuous improvement
- Monitor and manage team performance, providing regular feedback, coaching, and support to achieve and exceed KPIs
- Provide targeted (team) training to team members in areas where their performance needs improvement.
- Implement strategies to enhance customer satisfaction through effective problem resolution.
- Schedule and manage team shifts, ensuring adequate coverage during peak hours and occasional weekends
- Develop and implement operational procedures to streamline support processes and enhance efficiency
- Track and report on team performance metrics, identifying areas for improvement and implementing action plans
- Stay updated with industry trends, tools, and best practices to keep the support team at the forefront of customer service excellence
- Recruit new team members to make sure the team is constantly filled with new talent
- Encourage a culture of continuous learning and development within the team
- Reporting to Operational Lead

**What we value in you.**
- You are a Native Dutch speaker
- You have a bachelor or university degree in Business Management or any other related field
- You have +2 years of professional management experience in a comparable position and field, preferably in Customer Service or Quality
- You’re an excellent communicator and have impeccable verbal and written communication skills to interact with different stakeholders
- You are analytical and KPI-driven and hold yourself, and others, accountable for achieving established and measurable performances
- Proven ability to multitask, adapt quickly to changing situations, and take on challenges head-on
- You’re a team-builder by developing your team, and ensuring that we’re delivering on the business needs
- You have an interest in guiding and mentoring a high-performing team, aimed at developing and accelerating the skills and career paths of your team members
- You are structured and well organized. You track progress and completion of activities to meet your objectives
- Build and maintain strong relationships with internal stakeholders from an array of different teams
- You add value to weWow with your unique personality and skill set

**The extras you’ll love.**
- Experience a vibrant start-up culture while collaborating with some of the coolest brands in Europe
- Breakfast and lunch on us - because fueling your day matters
- Spanish health insurance - we've got your well-being covered
- Free Spanish classes - unlock a new language and immerse yourself in the local culture
- Career growth opportunities - take your skills to the next level with endless development paths
- Monthly events and socials - from boot camps to the coolest team-building activities, we know how to keep things exciting
- Relocation support - we’ll help you settle into Spain smoothly, from handling admin to offering tips on local life