Customer Service Team Leader

• Lead and supervise a team of Customer Service Specialists supporting B2C customers across EU and UK markets.


• Manage daily workflows and real-time queues to ensure service level agreements (SLAs) are met across email and chat channels.


• Coach, develop, and support team members through regular feedback, training, and performance discussions.


• Own, maintain, and continuously improve the internal Knowledge Base and standard operating procedures (SOPs).


• Collaborate closely with the Global Consumer Service Manager and other internal stakeholders to share insights and support continuous improvement initiatives.

Leadership role in a new Customer Service GBS setting standards across EU & UK.Operational Team Leader role: people management, QA, workflow.

A successful Customer Service Team Leader should have:

• Very good command of English (C1 level or higher) - required for daily communication and docume...