Global Commercial Support Lead — Hybrid, 25 Days Leave

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 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.