Team Leader | Customer Support | Cork office

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

Benefits offered by this job

Career progression

CSR events

Private medical insurance

Bike-to-work

Parental leave

Onsite gym

Job summary

TELUS Digital in Cork is seeking a Team Leader for Customer Support to guide a newly formed team dedicated to privacy-focused customer experiences. You will coach, train and mentor specialists, drive performance, and ensure adherence to client security requirements while reporting into the Cork office.

You will lead coaching initiatives, manage KPIs, and collaborate with internal teams to optimize processes, staffing, and service levels in a fast-paced environment.

Qualifications

• Experience leading teams in fast-paced environments.
• Proven ability to manage KPIs, SLAs and performance.
• Strong coaching, mentoring and people development skills.
• Excellent English language skills (C1/C2).

Responsibilities

• Actively manage, lead, and motivate a team of Customer Support Specialists.
• Provide coaching, support, and mentorship to help team members excel.
• Conduct regular 1-2-1 reviews and team meetings for transparency.
• Develop team skills and drive professional growth.
• Foster innovation, openness, and problem-solving within the team.
• Drive KPIs and staffing in partnership with Workforce Management.
• Maintain SLAs and manage business impacts.

Skills

Leadership

KPI management

Client-facing leadership

English proficiency

Job description

Team Leader | Customer Support | Cork office

place IE calendar_today 20.08.2026 business TELUS Digital

HOOP: 2:00 p.m. to 1:00 a.m. across Mon-Sun, subject to change

Location: onsite in Cork, Ireland

Salary range: €36,400 - €40,000 gross per annum + up to 10% performance bonus

We're launching an exciting new team in our Cork office, and looking for experienced Team Leaders to join the new account. This team's scope is to support customers of a privacy-focused tech company —working at the forefront of creating a safer, more private internet (via chats, email, SMS and phone).

As Team Leader, you will be at the heart of our newly launched account and will actively support the on-going day to day activities of your team by providing assistance, training, technical support, guidance and advice. You will be responsible for managing a team of Customer Support Specialists who provide personal and efficient solutions for customer experiences in the privacy-focused area. This is your opportunity to make a real impact: driving business results, building strong client relationships, and creating an environment where your team can thrive and grow.

What we offer:

Opportunity to advance your career

Great rewards for referring your friends

Multilingual exposure: improve your spoken and written language skills

Inspiring and fun environment. Our offices are known for their innovative, fun and pleasant design. Enjoy our 'relax' and 'play' areas as well as our onsite gym

Community projects. Want to make the world a better place? We run CSR (corporate social responsibility) events all year long

Private medical insurance coverage (after 6 months tenure). We work with one of the best suppliers (VHI) where you will benefit from a professional package

Bike-to-work tax relief

Maternity and paternity leave

Access to GP care and an occupational health advisor

Here is where you will have impact:

Leadership & Team Development

Actively manage, lead, and motivate a team of Customer Support specialists

Provide coaching, support, and mentorship to help team members excel

Conduct regular 1-2-1 reviews and facilitate team meetings that encourage input and transparency

Develop your team's skills and drive professional growth

Foster a culture of innovation, openness, and problem-solving

Performance & Results

Drive individual and team KPIs to meet and exceed targets

Manage staffing needs in partnership with Workforce Management

Maintain service level agreements and effectively manage business impacts

Make data-informed decisions on training, team briefings, and absences

Promote an atmosphere of continuous improvement and accountability

Client Partnership & Relationship Management

Become one of the key points of contact for our client—building strong, collaborative relationships

Develop a deep understanding of the client's business, systems, and operational needs

Escalate and resolve customer issues and problems effectively

Ensure compliance with client security requirements, policies, and procedures

Facilitate clear communication between your team and the client as required

Operations & Strategy

Collaborate with Support to identify and deliver training and refresher programs

Work closely with internal teams to implement and maintain departmental processes

Identify and implement operational improvements that enhance service quality

Manage escalations with ownership and accountability

Ensure accurate information is cascaded throughout the team

We are looking for someone with:

Strong proficiency (C1/C2) in the English Language

Proven track record of leading and motivating teams in a fast-paced environment (ideally in BPO sector or start up environment)

Strong commercial and business acumen with customer/client focus, experience in client-facing leadership roles

Experience managing KPIs, service levels, and operational performance

Demonstrated ability to develop systems, processes, and people

WHY JOIN US?

Join a fast-growing privacy-focused operation where your leadership and passion for coaching will directly impact team development, client success, and business growth. At TELUS Digital, we invest in our leaders—offering opportunities for continuous learning, career development, and meaningful impact. You'll work with a collaborative team, support innovation, and play a key role in shaping our operational excellence.