Team Lead, Customer Support - Privacy Tech (Cork)

emplify GmbH; Cork; On-site; EUR 36,000 - 40,000; Full time

Benefits offered by this job

Private medical insurance

Bike-to-work

Maternity and paternity leave

Onsite gym

CSR events

Relax & play areas

Job summary

TELUS Digital in Cork is seeking a Team Lead to guide a growing Customer Support team focused on privacy-focused services. You will coach, mentor, and develop specialists to deliver high-quality experiences and drive results.

This role is based onsite in Cork, with KPI-driven performance management, regular 1-2-1s, and close client collaboration to ensure service levels, training, and continuous improvement. Strong English and leadership background required.

Qualifications

• Strong proficiency (C1/C2) in the English Language.
• Proven track record of leading and motivating teams in a fast-paced environment (BPO or startup preferred).
• Strong commercial and business acumen with customer/client focus and client-facing leadership experience.
• Experience managing KPIs, service levels, and operational performance.
• Demonstrated ability to develop systems, processes, and people.

Responsibilities

• Lead, motivate, and coach a team of Customer Support Specialists.
• Conduct regular 1-2-1 reviews and team meetings to encourage input and transparency.
• Drive KPIs and service levels; partner with Workforce Management for staffing.
• Maintain SLAs and manage client relationships with clear communication.
• Identify operational improvements and ensure accurate information cascades to the team.

Skills

Leadership

Team management

KPIs & SLAs

English C1/C2

Client facing

Job description

TELUS Digital in Cork is seeking a Team Lead to guide a growing Customer Support team focused on privacy-focused services. You will coach, mentor, and develop specialists to deliver high-quality experiences and drive results.

This role is based onsite in Cork, with KPI-driven performance management, regular 1-2-1s, and close client collaboration to ensure service levels, training, and continuous improvement. Strong English and leadership background required.