Customer Service Team Lead

at; Österreich; Vor Ort; EUR 50 000 - 70 000; Vollzeit

Zusammenfassung

A dynamic customer service organization in Austria is looking for a proactive Customer Service Team Lead to support the team during peak seasons and enhance customer satisfaction. The role involves leading a team, mentoring staff, and analyzing service performance metrics to drive improvements. Candidates should have at least 5 years in a similar role and proficiency in CRM platforms. This is a full-time, 6-month contract role, with potential for permanent placement.

Qualifikationen

• Minimum 5 years in a similar role.
• Proficiency in CRM or Helpdesk platforms.
• Proven leadership and coaching abilities.

Aufgaben

• Lead and mentor a group of Customer Service Representatives.
• Monitor daily workflows and ensure SLAs and KPIs are met.
• Track and analyze service performance metrics.

Kenntnisse

Problem solving

Leadership and coaching

Analytical skills

Tools

CRM platforms (Hubspot)

Helpdesk platforms

Dialpad or other systems

Jobbeschreibung

Overview

Hampers With Bite is looking for a proactive and people-focused Customer Service Team Lead to support us through our peak season and ensure a seamless post-sales experience. Reporting directly to the General Manager, you will act as the bridge between frontline customer service and the wider team. This role combines hands-on support with leadership and coaching, while also providing valuable insights that help drive retention, repeat business, and customer satisfaction. This is a full-time contract role in our Altona North office for 6 months, with the possibility to extend to a permanent position in the new year.

Team Leadership & Coaching

Act as the first point of escalation for complex or sensitive customer issues. Lead and mentor a group of Customer Service Representatives, both on and off-shore. Provide guidance, training, and regular feedback to improve performance and service quality.

Customer Experience & Retention

Work closely with the Sales team to ensure a smooth handover from acquisition to service. Champion the “voice of the customer” and provide insights into common challenges and opportunities. Lead and coach your team in the day-to-day to deliver seamless customer service experiences across all relevant channels.

Operations & Performance

Monitor daily workflows, ensuring SLAs and KPIs (FRT, CSAT, resolution rates) are met. Oversee scheduling, workload balancing, and coverage planning. Work alongside Business Systems & Projects, Operations and Sales in implementing new service processes and tools.

Reporting & Insights

Track and analyse service performance metrics, sharing regular reporting to Senior Leadership and Customer Service teams. Identify trends in customer queries and recommend improvements to processes, FAQs, or communications. Collaborate with Marketing & Sales on customer feedback loops and communication strategies.

Specifications

Knowledge (Qualifications/Work Experience)

Minimum 5 years in a similar role. Proficiency in CRM or Helpdesk platforms (Hubspot). Dialpad or other systems.

Skills

Problem solving. Proven leadership and coaching abilities, able to motivate and guide a team in an e-commerce / retail role. Hands-on approach to supporting both staff and customers. Analytical skills - ability to spot trends and interpret data.

Attributes

Positive. Adaptable and agile. Ability to work autonomously and as part of a collaborative team. Organised and solutions-focused with a genuine passion for delivering authentic and positive customer experiences.

Application questions

• Which of the following statements best describes your right to work in Australia?
• How many years\' experience do you have as a Customer Service Team Leader?
• How many years of people management experience do you have?
• Do you have experience in a sales role?
• Do you have customer service experience?

What can I earn as a Customer Service Team Leader