Team Lead Retail Support

**About BESTSELLER TECH**
We are 400 people strong with our primary locations in Denmark and in Malaga, Spain. We are excited about what we do, but there is more to us than our tech stack.

We are young at heart and thrive in a flat organization. Our teams are agile and empowered with end-to-end responsibility. We want to be at the forefront of the newest technologies, working agile, and we move forward together. Every day.

If you want to play a significant part in empowering our business, then welcome to BESTSELLER TECH.

Do you want to bring your management skills into play in an international and dynamic organization, leading a team of skilled IT Supporters? Then BESTSELLER TECH might be just the place for you

We are looking for a talented new Team Lead to lead one of our TECH Retail Support teams at our office in Malaga. Join us, for an opportunity to develop support in a global organization.

**The department**
You will join our great Retail Support, consisting of 25 colleagues, supporting BESTSELLERs retail stores across the globe. We are a close-knitted team, who all connect on an interest in TECH, solving problems, and providing best-in-class service, and we always help each other out, when needed.

In addition to your primary role, you will also become a part of a leadership team that are responsible for all TECH Retail. Your voice will be heard when it comes to budget, new feature development and anything in between. All in all, we are 70+ people dedicated to our retail stores.

In BESTSELLER TECH the atmosphere is more like a start-up than a TECH department, with hundreds of colleagues. We have rapid decision-making processes, where there is room for experimenting with new technologies and new ways of working. We expect you to challenge the status quo and always try to make things better.

**The job**
Your target is to enable our stores to be successful by fulfilling two major responsibilities:

- First, lead, coach and support your team to deliver world-class support to our stores.
- Second, develop the support function towards even better support, by driving continuous improvements initiatives and through strong collaboration within TECH Retail.

More specifically, you will lead a team of 10-15 employees, working with Retail support. We do both reactive (phone and mail) and proactive (monitoring, outbound, etc.) activities within the team. We do this in many languages, so your team will speak up to 15 different languages.
We are a 24/7 operation, so expect to have flexible working hours, mainly focused inside normal working hours.

Your team will be placed in Malaga, but the retail area is global in its nature. Travel, primarily within Europe, is to be expected 2-3 times every quarter.

Main responsibilities will be to managing all colleagues on the team, focusing on well-being, motivation, long-term development, a continuous learning curve and performance. This includes setting targets and following up by facilitating check-ins, dailies, meetings, and sessions with the supporters.
We also expect that you drive continuous improvement initiatives with our stores in focus. Collaborate very close within the leadership team, but also across the TECH organization and its related stakeholders.

**Your profile**
As a Team Lead you are characterized as positive, pragmatic, outgoing, and supportive. You show sincere interest in your employee’s performance and well-being and are constantly at their disposal.
You are ambitious and have high expectations. You seek to meet you ambitions by having an analytical approach, with a desire to see results. Balancing the customer service for our stores and the wellbeing of the team, ending up exceeding our target to develop the best-in-class TECH support.

**Qualifications**
- Minimum 3 years of leadership experience from a global customer service function, preferably a service desk
- Strong communication skills
- Customer service orientation
- Solid knowledge of methods and techniques to operate a customer service/ IT support function
- Fluent in Spanish and English, both written and spoken. Other languages on top, are welcome.

**WE LOOK FORWARD TO HEARING FROM YOU**

Workplace: Malaga, Spain. Please note that this job cannot be performed remotely, and thus, you are required to live in the area.

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