Team Lead – Customer Service

Location: Riga
Job Type: Full-Time
Language Requirement: Native / C1 level proficiency in German

Are you an experienced customer service professional with a passion for leadership? We are looking for a dynamic and motivated Team Lead – Customer Service to join our team and drive performance in a fast-paced environment.

As a Team Lead, you will be responsible for motivating and mentoring your team, ensuring they meet and exceed targets. You’ll manage daily operations, delegate tasks, and handle client queries across various channels, including phone, email, and social media. Your role will involve maintaining effective communication with both internal and external stakeholders, while also driving continuous process improvements to enhance efficiency.

You will be expected to manage team performance, with a focus on improving the bottom performers and proactively addressing any dips in performance. Additionally, you’ll play a key role in training and coaching team members, conducting audits, and providing on-the-ground support to ensure high-quality service delivery.

Your responsibilities will also include creating and maintaining operational reports, conducting Root Cause Analysis, and collaborating with support groups such as Recruitment, Training, Quality, and HR to improve overall performance. Adherence to company policies, confidentiality guidelines, and data protection legislation will be essential in your role.

To be successful, you should have a minimum of 1 to 2 years of experience as a Team Leader, with strong people management skills and a proven track record in customer service. Proficiency in German at a native or C1 level is required, along with strong computer skills and experience with MS Office tools. We’re looking for someone who is self-motivated, creative, and capable of driving initiatives within the team.

If you’re ready to take on a leadership role where you can make a real impact, apply today by sending your resume to hello@eurorec.co