Commercial Support Team Lead

iBASIS; Lisboa; Hybrid; EUR 42,000 - 62,000; Full time

Benefits offered by this job

Wellness Program

Hybrid work model

25 days annual leave

Flexible working hours

Job summary

iBASIS is seeking a Commercial Service Management Team Lead to oversee the customer support team across Messaging, IoT, Mobile, and IIS/ITFS services. You will drive end-to-end lifecycle tasks with quality and first-time completion as priorities, leveraging leadership to unlock team potential and optimize efficiency.

You'll coordinate across cultures, manage customer interactions, and drive process improvements while supervising invoicing and inventory activities.

Qualifications

• Bachelor's degree or equivalent with analytical background.
• Experience supervising or leading teams is preferred.
• Solid billing process understanding and KPI reporting ability.

Responsibilities

• Coordinate and facilitate cross-team efforts and ensure alignment.
• Manage customer interactions, updates, and issue resolution.
• Prepare and oversee billing inputs and invoicing timelines.
• Monitor time-to-resolution metrics and drive improvements.
• Provide training and development opportunities for the team.
• Identify and implement process improvements across workflows.
• Prepare and present regular performance and financial reports.
• Collaborate with all business teams to resolve customer issues.
• Oversee stock/purchase of SIM inventory.
• Manage a portfolio of high-value customers.

Skills

Team Leadership

Billing knowledge

KPI Monitoring

Customer Communication

Process Improvement

Reporting

Excel

SAP

English

German

Education

Bachelor's degree in Business Administration / Technology / Analytics

Tools

Microsoft Excel

SAP

Business Objects

Job description

iBASIS is the leading communication solutions provider enabling operators and digital players worldwide to perform and transform. We have become the first independent international communications specialist. We are an international team of high performers who continually achieve ambitious corporate goals together. International brands rely on the communications technology of iBASIS.

WHY US:

iBASIS provides an inspiring international working environment with interesting colleagues from different cultural backgrounds who live and work around the globe. In our company, you will have the opportunity to work within a performance-driven, respectful and can-do atmosphere with room to grow and develop within our organization.

As a global company, our core values - Trust in Teamwork, Empowerment, Diversity, and Agility - define who we are and how we work. These principles shape our culture and guide our daily interactions, decision-making, and collaboration.

To thrive at iBASIS, we look for individuals who:

• Collaborate effectively across cultures and geographies to achieve shared goals.
• Take ownership of their actions, decisions, and outcomes, while empowering others to reach theirs.
• Embrace diverse perspectives and integrate them into thoughtful and inclusive decision-making.
• Adapt quickly to change, navigate uncertainty, and welcome new ideas with flexibility and resilience.
• Communicate clearly, conveying ideas and emotions through verbal, non-verbal, and written channels, while actively listening and responding appropriately to others.
• Understand and manage their own emotions, while recognizing and positively influencing the emotions of others.

If these qualities resonate with you, then iBASIS is the right place for you to grow, contribute, and make a meaningful impact!

ABOUT THE ROLE:

The Commercial Service Management Team Lead will be responsible for overseeing the management of the customer support team across Messaging, IOT, Mobile and IIS/ITFS Services. This role involves overseeing all the tasks across the end-to-end customer life cycles to ensure that they are competed in a timely manner with a focus on quality and right first time completion. The Team Lead will leverage strong leadership and organizational skills to ensure that the team are working to their highest potential, focusing on driving performance and implementing process improvements to optimize overall efficiency and effectiveness while keeping our customers at the forefront of our work.

RESPONSIBILITIES:

• Coordinate and Facilitate Team Efforts: Ensure seamless coordination of teams' tasks and responsibilities, fostering efficient collaboration and alignment across the team.
• Customer Interaction Management: Maintain high levels of customer interaction, addressing concerns and providing timely updates on task resolutions.
• Invoice Preparation: Ensure that all manual inputs for billing are accurate and summited within the expected timelines.
• Monitor Metrics: Track and monitor metrics of time to resolution, identifying trends and areas for improvement.
• Training and Development: Provide training and development opportunities for team members, ensuring continuous improvement and skill enhancement.
• Process Improvement: Identify opportunities for improvements within the customer lifecycle processes workflow and implement best practices to enhance efficiency and effectiveness.
• Reporting: Prepare and present regular reports on task metrics, resolution times, customer satisfaction, and financial impacts to senior management.
• Teamwork: Work with all teams in the business to resolve issues for our customers.
• Stock: Supervise and control the purchase of inventory of SIM cards.
• Customer Support: Mange a portfolio of high value customers

YOU’LL BRING:

• Bachelor’s degree in business administration, Technology or Analytics or a related field; equivalent experience will also be considered.
• 1-2 years in a supervisory or team lead role.
• Telecom industry experience is a plus
• Strong organizational and management skills with the ability to prioritize competing tasks.
• Solid understanding of billing processes and rate structures, with ability to resolve inconsistencies.
• Ability to understand the different technologies that make up iBASIS’ products.
• Ability to monitor effectiveness through KPI metrics and prepare actionable reports for senior management.
• Strong customer communication skills, with experience managing escalated issues and maintaining positive relationships.
• Demonstrated ability to achieve high performance and ensure delivery excellence.
• Creative and innovative approach to solve issues and improve processes.
• Experience driving continuous improvement and enhancing operational efficiency.
• Strong focus on delivering accurate and timely results.
• Proven ability to motivate teams and foster a collaborative, performance-driven environment.
• Experience supporting team development, providing guidance and promoting knowledge sharing.
• Proficiency in Microsoft Excel and SAP; Business Objectsexperienceis a plus.
• Proficiency in English is mandatory. German is a plus.

WHAT WE OFFER:

Contract Type: Full-time position with flexible working hours and a hybrid work model.

Annual Leave: 25 days of paid vacation per year.

Wellness Program: Access to a wide range of services through established partner protocols.