Customer Service Team Lead

Your territoryAs the Lead of one of our Customer Experience teams, you will:Manage and mentor a team of Customer Experience Specialists to provide exceptional customer serviceDevelop and implement strategies to enhance customer satisfaction and retentionFoster effective internal communication within the Customer Experience team regarding the investigation, management, and reporting of both new and ongoing issuesConduct regular training sessions with customer support agents to ensure Service Level Agreement (SLA) targets are metContribute to Net Promoter Score (NPS) initiatives, particularly in addressing technical issuesOversee the onboarding process for new agents, with a focus on technical trainingMonitor and analyze performance metrics to drive continuous improvements in service quality and deliveryEnsure the team has access to the necessary tools and training for efficient and effective customer supportBring in your fresh ideas to make Tractive better - you’ll never hear the phrase “...because that’s how we’ve always done things”Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next levelYour profileKey requirements:3+ years of experience in a leadership role within customer serviceExperience in contact centers and managing multilingual teamsStrong problem-solving skills and analytical thinkingExceptional communication skills and the ability to learn quicklyA customer-first mindset with a proven track record of improving customer experienceValid Austrian work permitDoes this sound like you?Ready to step into a leadership role and take ownership of both a team and strategic projectsPassionate about people management, mentorship, and helping others reach their full potentialAble to see the big picture while also focusing on the details that drive success