Customer Relations Leader
Core
Lead a pod of up to 10 Customer Relations Agents to deliver heartwarming hospitality and resolve issues for local business owners via calls, emails, and chats.
Role type
Senior IC Customer Relations Team Leader
Builds
Customer support interactions for local businesses (cafés, restaurants, shops) across Europe
Domain
Fintech / Customer Support
Deliverable
client delivery
Required skills
Team leadership, coaching, performance management, escalation handling, root cause analysis, data-driven decision making, cross-functional collaboration
Preferred skills
Hospitality background, empathy, composure under pressure, commercial awareness
Technologies
Contact center systems, performance dashboards
Responsibilities
Coach and develop a team of up to 10 agents; model and enforce heartwarming hospitality standards; manage day-to-day performance against quality and satisfaction targets; handle complex escalations; run onboarding and training; manage scheduling and workload; identify recurring themes and feed back to leadership; collaborate with Product and Sales to fix root causes; report on team KPIs.
Seniority
Senior, hands-on IC
