Customer Service Team Lead: Coach & Improve CX

carwow; Portugal; Presencial; EUR 38 000 - 60 000; Tempo integral

Resumo da oferta

carwow is seeking a Customer Service Team Lead to guide a team of agents, drive performance, and shape training materials. The role blends people management with hands‑on operational work to ensure a WOW customer experience across channels.

As we continue to scale in Europe, you will oversee coaching, feedback, and processes, while partnering with cross‑functional teams to improve the customer journey and service levels.

Qualificações

• Experience leading teams in a contact centre or customer operations environment.
• Proven ability to run one‑to‑ones, provide structured feedback and manage day‑to‑day processes.
• Ability to actively participate in agent work when needed and understand frontline challenges.

Responsabilidades

• Lead and coach Customer Service Agents with day‑to‑day guidance.
• Deliver regular feedback and resolve issues raised by the team.
• Run one‑to‑ones and manage performance, development and training materials.
• Monitor KPIs, SLAs, productivity and quality."
• Identify underperformance and implement action plans.
• Step into agent roles during peak periods and handle escalated problems.
• Lead projects to streamline the customer journey and workflows.
• Maintain training materials and update them after process changes.
• Communicate priorities and updates between teams and management.

Conhecimentos

Team Leadership

People Management

Communication

English Proficiency

Problem Solving

Data & KPI Analysis

Descrição da oferta de emprego

carwow is seeking a Customer Service Team Lead to guide a team of agents, drive performance, and shape training materials. The role blends people management with hands‑on operational work to ensure a WOW customer experience across channels.

As we continue to scale in Europe, you will oversee coaching, feedback, and processes, while partnering with cross‑functional teams to improve the customer journey and service levels.