Operations Team Lead (Intl)

Phiture; Lisboa; Presencial; EUR 40 000 - 55 000; Tempo integral

Resumo da oferta

A global logistics company in Lisbon seeks an Operations Team Lead to enhance their operations. This role involves ensuring smooth operations, managing people, and maintaining high customer service standards. The ideal candidate should possess advanced problem-solving skills, maintain Dangerous Goods Certification, and be proficient in tools such as Zendesk and Twilio. Join a team that values transparency, passion, and innovation.

Serviços

Health insurance

Flexible schedule

Professional development opportunities

Qualificações

• Hold Dangerous Goods Certification and remain knowledgeable of related requirements.
• Experience in people management and conducting coaching.
• Proven capability in problem resolution across operations.

Responsabilidades

• Manage and support the Operations team for growth and efficiency.
• Oversee and resolve issues in operational processes.
• Ensure high performance and adherence to team standards.

Conhecimentos

Advanced Problem Solving

People Management

Attention to Detail

Customer Service Standards

Ferramentas

Zendesk

Twilio

Monday.com

Descrição da oferta de emprego

Company Introduction: Airspace is a tech-enabled freight forwarder that’s redefining the way the world’s most critical packages are delivered. Headquartered in Carlsbad, California, Airspace has employees based around the world, with a European headquarters in Amsterdam, The Netherlands. Leveraging data and patented technology, Airspace coordinates logistics across a global network of drivers and airlines to deliver mission‑critical items (from organs for transplant to parts for critical machinery such as semiconductors) faster, more transparently, and more securely than ever before. Airspace has been rated one of America’s best Startup Employers, listed on CNBC’s Disruptor 50, and featured as an Innovation and Disruption leader by CBS News. With backing from leading investors such as Telstra Ventures, HarbourVest Partners, Defy Partners, DBL Partners, and Scale Ventures, the company has raised more than $140 M to date and is rapidly growing worldwide.

Overview

Primary Focus: To provide the Operations team with structured support and guidance for continued growth during their tenure at Airspace, laying the groundwork for a continued path forward within the company.

Importance of Role

The operations team is the backbone of Airspace. Working on the front lines, you represent everything the company stands for, engaging directly with customers, commanders, and agent service providers. Extreme attention to detail ensures that even the smallest catch can make the difference between success and a life‑saving outcome.

Responsibilities

• Perform all responsibilities included in the Operations Team Lead Job Description.
• Advanced Problem Solving
  • Independently resolve escalated issues and questions raised by team members.
  • Resolve TaskUs questions and issues when needed.
  • Provide basic problem resolution across all sectors.
  • Monitor Zendesk, Twilio, and the Dashboard; allocate team resources appropriately.
  • Leverage resources provided and follow the Manager Escalation process for critical issues.
  • Monitor shift team members for activity and process adherence (e.g., availability in Twilio and Zendesk).
• Operating the Airspace Platform
  • Hold and maintain Dangerous Goods Certification; remain knowledgeable of all related requirements and policies.
  • Answer all DG‑related questions or issues surfaced by team members.
  • Quote and source coverage for all requests.
• People Management
  • Take full ownership of assigned key accounts and all related on‑site operations; maintain on‑site presence.
  • Adhere to all current Employee Documentation guidelines.
  • Schedule and conduct 1‑on‑1 meetings; ensure meetings are logged on the shared calendar and reschedule when necessary.
  • Conduct timely coaching and training for each assigned team member; follow up on assigned WorkRamp training.
  • Identify team member issues for higher visibility (e.g., HR, performance).
  • Monitor and maintain each team member’s Monday.com boards for interaction documentation.
• Maintaining Balanced Level of Performance
  • Meet sector‑level metric requirements while maintaining high customer service standards through Slack, Zendesk, inbound/outbound phone calls, texts, and internal meetings.
  • Ensure high levels of team contributions in communication, order updates, and accuracy based on Standard Work procedures.
  • Maintain process adherence for people management, including 1‑on‑1 scheduling, Monday.com documentation, calendar accuracy, and proactive communication.

Core Values

• We are One Team. We believe we all accomplish more when we work together.
• We make an Impact. We are determined to have a positive influence on our environment, customers, industry, and world.
• We are Passionate. We care deeply about our mission and are not afraid to raise the bar.
• We are Transparent. We pride ourselves on open, honest, and sincere communication with our team and customers.
• We are Innovative. We never settle and always strive to improve our product, service, and ourselves.

About Airspace

Airspace transports critical items— from life‑saving organs to essential machinery parts—on time, every time. Our proprietary AI‑powered platform is the most advanced of its kind and is protected by multiple patents. We are focused on building a world‑class operations team while scaling into new markets and industries. With offices across the United States and Europe, we are ready to innovate and maximize value for our customers.

Airspace is proud to be an Equal Employment Opportunity and affirmative‑action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, Airspace participates in the E‑Verify program for all locations.