Team Lead, Customer Happiness — Multimarket (IT/GR/PT)

Holidu; Málaga; Ibrido; EUR 55.000 - 75.000; Tempo pieno

Vantaggi offerti da questo lavoro

Travel benefits

Gym discounts

Mentorship and learning budgets

AI-focused learning

Descrizione del lavoro

Holidu in Málaga seeks a Team Lead Customer Service to manage a multilingual team serving Italian, Greek and Portuguese markets. You will own complex cases, coach a 10–15 member team, and partner with Enablement and Workforce teams to ensure top customer experience.

You will lead performance conversations, shadow advisors, and ensure CSAT targets are consistently met while leveraging AI tools and data to drive improvements.

Competenze

• 4+ years of experience leading a team in customer service or customer success.
• Passion for customer experience and understanding the real person behind every interaction.
• Business-oriented mindset balancing customer experience, team needs and business impact.
• Experience leading in a fast-paced environment and collaborating with peer teams.
• Comfort with data and KPIs to drive action and improvements.
• Fluent English; Italian strongly preferred; Greek or Portuguese a plus.

Mansioni

• Lead and grow a team of 10-15 Customer Happiness Advisors, driving development and performance.
• Own daily results, ensuring resolution quality and CSAT targets are met.
• Collaborate with CHX (Quality and Training) to coach and train the team using real cases.
• Partner with Enablement and Workforce Planning to ensure optimal staffing and coverage.
• Shadow advisors and stay close to the work to maintain high standards.
• Build strong relationships with Sales and Account Management teams to support retention.

Conoscenze

Team leadership

Customer experience

Data-driven

AI tools

Collaboration

English

Italian language

Formazione

Bachelor's degree in related field

Strumenti

CRM software

Workforce management tools

Descrizione del lavoro

Holidu in Málaga seeks a Team Lead Customer Service to manage a multilingual team serving Italian, Greek and Portuguese markets. You will own complex cases, coach a 10–15 member team, and partner with Enablement and Workforce teams to ensure top customer experience.

You will lead performance conversations, shadow advisors, and ensure CSAT targets are consistently met while leveraging AI tools and data to drive improvements.