Interim Customer Support Team Leader (German-speaking)

Coople Switzerland; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Coople Switzerland is seeking a Customer Support Team Leader for a 6-month contract based in London or Zurich. The role involves managing support operations, training staff, and ensuring high customer satisfaction. The ideal candidate will have managerial experience and be fluent in German and English, thriving in a fast-paced tech environment.

Qualifications

• At least 3 years of experience in a managerial position.
• Prior customer-facing experience in a B2B/B2C environment.
• Fluent German and English are a must.

Responsibilities

• Manage and oversee day-to-day operations of the Customer Support Team.
• Recruit, onboard, and train new team members.
• Document and optimize team processes.

Skills

Customer-oriented

Excellent communication

Organizational skills

Objection handling

Education

Completed commercial or technical apprenticeship

Job description

Location: London, UK or Zurich, Switzerland

Job Type: Full-Time, 6-month contract

Experience Level: At least 3 years in a managerial position

Language Requirements: German (fluent), English (fluent), French (desirable)

About the Role

Coople is currently looking for a Customer Support Team Leader for a 6-month contract, starting as soon as possible. In this role you will be responsible for the quality of our Level 1 support to customers and Cooplers in the Swiss market.

Key Responsibilities

• Manage and oversee the day to day of the Customer Support Team
• Recruit new members of the team, onboard and train them into their new roles.
• Provide ongoing coaching to team members in regard to KPI's and high CSAT scores
• Manage the shift schedule and staffing of the team
• Document and optimise team processes
• Provide customer feedback and liaise with the wider business e.g. commercial, marketing and product teams
• Escalate compliance cases to relevant teams
• Regular travel to the London office will be required

Qualifications & Requirements

• At least 3 years of experience in a managerial position are a must
• Ideally a completed commercial or technical apprenticeship, with relevant further education
• Prior customer-facing experience in a b2b/b2cenvironment, ideally in a technology -led business
• Customer-oriented individual with experience of working towards, and exceeding targets
• Ideally experience working in an international, remote environment
• Excellent organizational skills, structured and solution-oriented way of working
• Good objection handling abilities
• Excellent communication skills
• Fluent German and English are a must (French-speaking desirable)

If you are a process-oriented, and proactive professional who would thrive in a fast-paced tech company, then apply today!