Dutch Speaking Team Leader for Valencia

The lemon Consulting; Valencia; Presencial; EUR 35.000 - 45.000; Jornada completa

Descripción de la vacante

A consulting firm in Valencia is seeking a Customer Support Team Leader to lead a team of 17-20 agents. The ideal candidate will have over a year of proven experience in customer support leadership and a passion for mentoring. This role involves monitoring performance metrics, providing coaching, and ensuring high-quality service. The position offers a dynamic environment and opportunities for personal and professional growth.

Servicios

Comprehensive benefits program

Spanish classes

Team-building activities

Healthy meals

Relocation support

Formación

• More than 1 year of experience leading customer support or service teams.
• Excellent coaching, communication, and leadership skills.
• Ability to analyze metrics and implement improvements.

Responsabilidades

• Lead and mentor a team of 17-20 customer support agents.
• Monitor performance metrics and provide feedback.
• Collaborate with stakeholders to ensure a seamless customer experience.

Conocimientos

Leadership

Performance management

Coaching

Customer service

Analytical skills

Descripción del empleo

Responsibilities

• Lead, mentor, and develop a team of 17-20 customer support agents to ensure high performance and professional growth>
• Take full ownership of critical performance metrics such as SLA adherence, Net Promoter Score (NPS), Average Handle Time (AHT)
• Monitor and analyze team performance, providing timely feedback, coaching support to achieve and exceed KPIs
• Track, report, and communicate performance insights and action plans to the Operational Lead
• Encourage a culture of continuous learning and development within the team
• Ensure adherence to relevant laws, regulations, and internal quality standards
• Collaborate closely with the traffic team to align staffing with operational needs
• Manage relationships with internal and external stakeholders across functions to ensure seamless customer experience and alignment of goals
• Reporting to Operational Lead

Qualifications

• +1 year proven experience leading customer support or service teams of similar size
• Strong focus on SLA and KPI-driven performance management
• Excellent coaching, communication, and leadership skills
• Proactive, customer-focused approach to resolving issues and identifying structural improvements
• Data-driven mindset with the ability to analyze metrics and implement improvements
• Passion for customer service and team development
• Ability to thrive in a fast-paced, dynamic environment
• Familiarity with call center software and technology is a strong plus

  The extras you'll love

  The career adventure of your lifetime in sunny Valencia, Spain

  The chance to work in a scale-up environment with a high-performance culture

  Collaboration with the most well-known and fastest-growing brands in Europe

  Be part of an incredible, international community of like-minded and motivated professionals

  The opportunity to grow and develop yourself both personally and professionally

  Delicious and healthy breakfast and lunch

  A comprehensive benefits program, including Spanish classes, boot camps, the coolest team-building activities, and more

  Support with Spanish administration, tips and tricks for relocation, and access to Spanish health insurance