Customer Support Team Leader

About the role

This role is responsible for managing BPO relationships, focusing daily on key core KPIs, customer satisfaction, staffing delivery, and the overall execution of daily checkpoints and weekly reviews. This role is the key driver of  operational improvements that impact core operations and customer-facing KPIs, so strong initiative and a can-do attitude are essential. Furthermore, you can expect constant interaction with neighboring teams from both Brazil and Greece, supporting functions that are vital to healthy operations.

• Ensure smooth operations by developing, tracking, and executing action plans in collaboration with our BPO partners and internal stakeholders;


• Drive key operational improvements in partnership with the BPOs, ensuring new processes are adopted;


• Conduct daily checkpoints with 300hc+ BPOs to review action plans and track their effectiveness;


• Hold meetings with internal stakeholders to discuss adjustments and broader projects aimed at impacting core KPIs;


• Lead dedicated ops listening sessions to identify improvement opportunities through feedback from agents and staff on the floor;


• Track operational performance both intraday and over broader timelines to identify trends and inefficiencies;


• Collaborate with internal teams, both national and international (Sales, Product, and Support), to resolve customer issues and enhance the user experience;


• Deliver improvements in key core KPIs such as customer satisfaction and SLA;


• Ensure process adoption within BPOs, making sure aligned plans are followed consistently at all levels;


• Foster and drive an environment of continuous process improvement.

What you will bring:

• 3-5 years of experience managing BPO operations, with a focus on Support / Continuous improvement / Vendor management;


• Fluency in English;


• Proven experience managing BPOs working in fast-paced tech companies;


• Bachelor's degree on Business or related fields;


• Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk);


• Ability to analyze data and generate customer insights;


• Problem-solving skills with a proactive, customer-first mindset;


• Project management skills;


• Stakeholder management;


• BPO management;


• Problem-solving and facilitation;


• Process review and driving of efficiency;


• Experience in fast paced work environments.

• 🕑 Hybrid way of working - 3 office x 2 home


• 💰 Competitive pay and bonus scheme


• 👩‍⚕️ Private health and dental insurance for you and your family


• 🧬 Life Insurance


• 🍔 Monthly meal allowance 


• 🏋️ Multi sports card


• 🚌 Commuting Allowance


• ⭐ Developmental 360° feedback framework


• 📚 Unlimited access to Udemy & continuous training


• 👫 A buddy will support you with your onboarding


• #LI-Hybrid


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