Team Lead Merchant Support (m/f/d)

ABOUT US

Unzer is a leading European fintech company with a mission to simplify international payments for e-commerce and retail businesses. Our brand was formed from 13 companies that now contribute to building a unique product covering the entire payment flow.

At Unzer, we are driven by the belief that customers should enjoy a seamless shopping experience, no matter where they choose to shop. We are a team of over 750 experts of 55 different nationalities, dedicated to creating a state-of-the-art unified commerce platform. Our goal is to enable businesses to delight their customers with a seamless payment experience.

Whether you're a tech enthusiast, payment expert, or a dedicated support professional, we are looking for individuals who are passionate about making a difference.

Our offices

We are based across Austria, Denmark, Germany, and Luxembourg with a HQ in Berlin.

Our values

Raise the bar – we begin each day with striving to do better.Deliver results – we want to focus on quality delivery - here and now.Together, not alone – we support and treat each other with respect, acting always as one team.Act with integrity – we are true to our word.Put merchants first – we solve merchants’ problems and prioritise our customer’s interests.Embrace accountability – we don't sacrifice long-term value over short-term results.

ABOUT THE TEAM

As the leader of our team, you will oversee a team of merchant support agents spread across multiple locations. This team is dedicated to delivering excellent customer service for E-coms merchants and continually improving how we meet customers demands, and exceed their expectations. Join us in contributing to our ongoing business transformation and making a significant impact!

• Manage a team of circa 12 agents and set inspiring team and individual goals to meet operational targets.
• Support your team to maximise their personal and collective potential.
• Anticipate, plan and allocate resources to match demand.
• Manage workloads and productivity with precision and scrutiny, emphasizing continuous process improvements.
• Address and solve complex problems, establishing efficient workflows and processes to streamline operations. Proactively increase the effectiveness of the team.
• Represent the team in cross-functional projects, contribute to a collaborative organizational environment, and serve as an escalation point when necessary.
• Collaborate strongly and actively with other departments and external suppliers as needed.
• Enhance the customer journey through relentless optimization efforts.

• Minimum 3 years of leadership experience in managing teams in customer service environments.
• Ideally you have an understanding of payments and / or financial services.
• You are proficient in both German and English with strong communication abilities.
• You have experience and proven track ofsome project and process management.
• You can work autonomously with a positive, solution-oriented mindset and are comfortable taking decisions.
• You completed secondary education (Higher education is a plus).
• You are legally allowed to work in Germany or Austria.

• Does it sound exciting? - Apply with your CV in English. Please don’t shy away if you don’t meet all the requirements! We’re looking forward to meeting you.
• We will get back to you within 7 days of receiving your application.
• The interview process includes: a 30min intro call with a TA Partner, 60-90min conversation with the team and call with your potential manager (up to 45min). Please note the process might alter depending on our team’s availability.

WHAT'S IN THERE FOR YOU:

Work from home up to 60% of the time. We want you to keep your work-life balance.

Mobility support, whether you choose bike rental or leasing or a Deutschlandticket - we've got you covered.

???? Explore counselling assistance, be it for professional or personal matters, through our associated platform.

Pension scheme, we want to give back and help you secure your future.

️ 15 days a year of workcation from your desired destination within the EU.

Flexible working hours – you get to choose the schedule that works best for you!

Learning budget of 1000 euros per year – you can develop your passions with us.

Enjoy some fun moments with your co-workers – we throw a company party once a year and host several team events!

*Unzer is an equal employment opportunities workplace, and we commit to hiring regardless of race, sex, gender identification, sexual orientation, national origin, native language, religion, age, disability, marital status, citizenship, genetic information, pregnancy, or any other characteristic protected by law. Please refrain from including your picture and age with the application.

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