Customer Service Team Lead

Confidential Company; Fatih; On-site; TRY 300,000 - 420,000; Full time

Job summary

Confidential Company in Turkey is seeking a hands-on Customer Services Team Lead to drive frontline operations and customer satisfaction. You will coach team leaders, monitor KPIs, and coordinate with directors to deliver service excellence across departments.

The ideal candidate has 5+ years in customer service and 2+ years in team management, strong English communication, and proficiency in Microsoft Office and Google Suite. Join a dynamic, international team focused on continuous improvement.

Qualifications

• 5+ years of experience in customer service.
• Minimum 2 years in team management.
• Proficient in Microsoft Office and Google Suite.
• Ability to communicate effectively across levels.
• Knowledge of contact centre principles.

Responsibilities

• Manage frontline operation teams to ensure operational excellence and customer service.
• Produce accurate reports, identify root causes, and implement action plans to close gaps.
• Develop an achievement‑oriented environment to boost engagement.
• Provide coaching and performance management to Customer Service Team Leaders.
• Coordinate with Managing Directors and other departments.
• Initiate projects to improve customer satisfaction and meet business needs.

Skills

Team management

Customer service

Communication skills

Education

Bachelor's degree in related field

Tools

Microsoft Office

Google Suite

Job description

We are looking for a highly skilled results-driven Customer Services Team Lead to join a fast-growing international company. This is a unique opportunity for a hands-on leader who thrives in a dynamic environment, is passionate about customer satisfaction, and excels at empowering teams to deliver operational excellence.

Job Responsibilities:

• Manages frontline operation teams to ensure operational excellence and excellent customer service.
• Produce accurate reports, identify root cause, and come up with relevant action plans to address the gaps in relation to team, department KPIs and service quality standards.
• Develop a productive and achievement oriented working environment for employees resulting in high engagement scores.
• Provide effective coaching and performance management to the Customer Service Team Leaders as required to enable the best chance of employee success and customer satisfaction.
• Coordinate with relevant personnel and stakeholders, including Managing Directors and other departments
• Initiate projects that will help improve customer satisfaction and address business requirements.

Qualifications:

• Bachelor's degree in related departments.
• At least 5 years work experience in customer service field, with a minimum of 2 years in team management.
• Proficiency of computer skill in Microsoft Office (Word, Excel, PowerPoint, etc.) and Google Suite
• Ability to communicate effectively with people at different levels
• Ability to develop, implement and review policies and procedures
• A sound knowledge and understanding of contact centre management principles
• Excellent command of written and communication skills in English.