Customer Service Team Leader Italian Market

You will be the driving force behind a passionate, customer-focused team serving our Italian market team. You will lead with empathy, courage, and innovation, empowering your team to deliver outstanding experiences that reflect our company’s “Unbox” values.

You will balance day-to-day team operations with strategic thinking, supporting individuals to reach their potential while ensuring our customers feel heard, valued, and delighted.

Team Leadership & Development

• Lead, coach, and inspire your team.


• Empower each team member to take ownership of their work and decisions (Unbox Power).


• Conduct regular feedback sessions and 1:1s to support personal growth (Unbox Your Best Self).


• Create a positive, inclusive and high-performing team environment (Be the Companion).
  
  

Customer Experience Excellence

• Monitor and maintain exceptional service levels


• Handle escalations with empathy and creative problem-solving (Unbox the Unexpected).


• Translate customer feedback into actionable insights to improve service delivery.
  
  

Operational Efficiency

• Manage scheduling, workload distribution, and team KPIs.


• Collaborate with other market leaders and cross-functional teams to streamline workflows.


• Identify and implement process improvements that enhance both efficiency and experience (Unbox the Real World).
  
  

Culture & Engagement

• Defend our principles across the Italian market team.


• Promote connection through open communication, recognition, and shared purpose.


• Represent your team’s voice and needs to management and people team, ensuring alignment and transparency.