Team Leader Customer Service (Backoffice) - English (f/m/d)

Your responsibilities

• Team Leadership: Lead, motivate and support a team of Backoffice Specialists, ensuring smooth daily operations and consistent service quality.
• Goal Setting & Performance: Define clear team objectives, monitor progress and provide the resources and guidance needed for success.
• Operational Excellence: Oversee efficient and high-quality handling of customer and merchant inquiries across all channels.
• KPI Monitoring & Reporting: Track key performance indicators, prepare reports independently and proactively implement improvement actions based on available data insights.
• Escalation Management: Oversee escalated cases and complex issues promptly, ensuring quick resolution and customer satisfaction.
• Resource Planning: Manage workforce scheduling, capacity planning and vacation coordination to maintain balanced workloads and high productivity.
• Process Optimization: Identify inefficiencies, propose enhancements and drive process improvement initiatives that streamline operations.
• Coaching & Development: Foster a culture of continuous learning through regular feedback, 1on1 coaching and team training sessions.
• Cross-Functional Collaboration: Collaborate closely with other departments to ensure seamless communication and process alignment across teams.

Your skills

• Leadership experience (2-5 years) that enables you to guide, motivate and develop a team effectively.
• Ideally, you have a working technical understanding of consumer goods and IT products so that you can effectively support the direction of our online store and Backoffice processes.
• Fluency in English (spoken and written); German, French or Italian knowledge is an advantage.
• A solution-oriented mindset, working independently and with strong ownership of your team’s performance.
• Quick understanding of new processes, taking initiative and acting decisively.
• Strong analytical and strategic thinking skills allow you to interpret data, identify trends and develop actionable insights.
• Skilled at communication, with the ability to align different stakeholders and departments toward shared goals.
• The capacity to adapt to ongoing changes in the work environment. 
• Maintaining resilience and agility while adjusting strategies as needed.
• Using creativity and initiative to solve problems and achieve goals.

Why start with us?