Customer Service Team Leader – Part Time

🔥 56 minutes ago

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Newstel Worldwide

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Newstel Worldwide is a leading provider of multilingual customer service solutions, headquartered in Hamburg, Germany, with additional contact centers in Glasgow, Manila, and Istanbul. Founded in 2015, Newstel specializes in offering 24/7 customer support and Business Process Outsourcing (BPO) services, predominantly for the eCommerce sector. Combining advanced technology with highly trained personnel, they deliver efficient customer service while managing rapid scalability to adapt to client sales volumes. Newstel focuses on enhancing customer lifetime value through cross-selling and upselling opportunities and utilizes a pay-as-you-go pricing model. Their global team of 200+ native speakers is dedicated to maintaining high-quality standards across 12 languages, providing seamless omnichannel support to clients across 95 countries.

📋 Description

• Lead and develop a team of Customer Experience Specialists. • Drive team performance and maintain quality standards. • Coach and develop team members. • Ensure operational excellence across customer interactions. • Oversee inbox productivity and workload management. • Provide real-time support and escalate issues as needed. • Drive customer satisfaction by meeting CSAT and resolution targets. • Conduct regular performance reviews and coaching sessions. • Monitor customer trends and recommend process improvements. • Support onboarding of new team members.

🎯 Requirements

• Previous experience in customer support, customer success or a similar customer-facing role. • Experience leading, mentoring or coaching team members. • A proven track record of working in a high-volume customer support environment. • Strong understanding of customer satisfaction metrics and operational KPIs. • Experience with subscription-based products and customer retention strategies is desirable. • Excellent organisational and time management skills. • Flexibility to work weekends and public holidays as part of a rotating schedule. • Experience using customer support platforms (such as Gorgias, Zendesk, Shopify or similar) is advantageous.

🏖️ Benefits

• Use Your Own Device