Team Lead Customer Support

4 semanas atrás

Porto, Porto, Portugal TeamViewer GmbH Tempo inteiro
Team Lead Customer Support - EMEA (all genders)

Porto, PT, 4149-011

Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.

Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Become part of our winning team and help us create a world that works better.

We are looking for a Team Lead Customer Support (all genders), who can lead our dynamic and international customer support team in Porto. In this role, you will be responsible for overseeing the daily operations and development of a customer support team delivering first level support.

Reporting to the Team Manager Customer Support EMEA, you will lead and motivate your team to achieve individual and department KPIs, and contribute to delivering exceptional service to our customers.

Responsibilities

1. Oversee the day-to-day operations of the Customer Support team to ensure smooth functioning and exceptional customer experience, meeting service level requirements.
2. Motivate and support team members to successfully reach their KPIs and personal and professional goals.
3. Conduct regular 1:1 meetings with team members to identify growth potential and development needs.
4. Provide regular feedback and coaching to support the development of team members to reach their full potential.
5. Collaborate with the global support leadership team to identify and drive process and system enhancements, ensuring the team is up to date on new products and processes.
6. Assist team members with their questions and handle customer escalations when needed.

Requirements

1. Experience in managing and leading teams in Customer Support or other relevant departments.
2. Demonstrated ability to drive results through coaching, training, and mentoring.
3. Ideally, at least two years of practical experience in customer support or a related function.
4. Excellent technical skills and the ability to quickly and independently learn new technical content.
5. Strong communication skills, positive attitude, and a high level of intercultural competence.
6. Strong conceptual skills and the ability to thrive in a fast-paced environment.
7. Fluency in English is mandatory; additional languages such as French, Italian, Spanish, or other European languages are a plus.
8. Ability to bring the best out of a team and leverage potential through steering and controlling performance.
9. A numbers-driven person with a deep understanding of customer service KPIs.
10. Ability to think outside the box, motivate a team, and lead them to success.

What we offer

1. Onsite Onboarding in our HQ office for an optimal start
2. Contract location would be Porto
3. 25 days of paid holidays
4. Competitive salary and benefits package, including performance-based incentives.
5. Special terms for local gyms
6. Access to Corporate Benefits platform with many discounts
7. Regular Team events and company-wide celebrations
8. Open door policy, no dress code rules and frequent all Hands
9. Hybrid and Flexible work time with up to 50% home office
10. Work From Abroad Program allowing up to 40 days of work outside your contracting country
11. We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.

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