Customer Service Team Lead — Optimize CX & Ops

Kone México; Marmara Bölgesi; On-site; TRY 450,000 - 600,000; Full time

Job summary

KONE is seeking a Customer Service Supervisor to lead and develop its Customer Service & Administration team. You will drive performance, improve customer experience, and ensure operational excellence in line with company policies.

You will coach the team, monitor KPIs and SLAs, and implement new processes while managing resources within budget. English communication and data-driven improvements are essential in this role.

Qualifications

• Bachelor's degree in Business, Commercial or Technical Sciences.
• 2+ years of people leadership experience preferred.
• Strong people management and coaching skills.
• Excellent customer management and problem-solving skills.
• Strong written and verbal communication skills.
• Good command of English both written and spoken.
• Basic proficiency in Microsoft Office and business applications.
• Structured and organized approach, able to prioritize and manage multiple tasks.
• Data-driven mindset and ability to turn insights into practical improvements.
• Proactive communication, collaboration, and change.

Responsibilities

• Lead, coach, and develop the Customer Service & Administration team, setting clear objectives and supporting continuous development.
• Monitor team performance, KPIs, and SLAs to ensure operational excellence and productivity.
• Foster a collaborative, inclusive, and customer-focused team culture.
• Ensure compliance with policies, processes, and operational standards.
• Identify opportunities to improve processes, tools, and customer experience using data and feedback.
• Ensure customer requests and complaints are handled promptly and effectively.
• Lead the implementation of new processes, tools, and changes within the team.
• Ensure contingency and crisis recovery plans are in place.
• Manage team operations and resources effectively within budget.

Skills

People leadership

Customer management

Problem solving

Communication skills

Data-driven mindset

English proficiency

Education

Bachelor's degree in Business/Commercial/Technical Sciences

Tools

Microsoft Office

Business applications

Job description

KONE is seeking a Customer Service Supervisor to lead and develop its Customer Service & Administration team. You will drive performance, improve customer experience, and ensure operational excellence in line with company policies.

You will coach the team, monitor KPIs and SLAs, and implement new processes while managing resources within budget. English communication and data-driven improvements are essential in this role.