Customer Relations Leader
Core
Lead a pod of up to 10 Customer Relations Agents to deliver high-quality, empathetic support for local businesses using a financial platform.
Role type
Team Leader, Customer Relations
Builds
Customer support operations for a financial platform serving local businesses across Europe
Domain
Financial services / Customer support
Deliverable
client delivery
Required skills
Team leadership, coaching, performance management, conflict resolution, commercial awareness, data analysis, cross-functional collaboration
Preferred skills
Empathy, calm under pressure, commercial judgement
Technologies
Contact centre systems, performance data tools
Responsibilities
Lead and coach a team of up to 10 agents, manage day-to-day performance against KPIs, act as escalation point for complex cases, run onboarding and training, monitor roster and workload, identify recurring customer issues, collaborate with Product and Sales teams
Seniority
Mid-level manager, hands-on leadership