Customer Service Manager

We're a European international company that recently opened our new office in Lisbon. After successfully welcoming our first team members over the past few months, we're now excited to grow further That's why we're looking for a dedicated Customer Service Manager who's fluent in English and either German or French to join our journey and help shape this next chapter with us.

You will be leading a team of dedicated Customer Service Representatives and your responsibilities will be as follows:

Team Leadership

• Lead, coach, and develop a multilingual team of agents.
• Set and track KPIs
• Conduct regular performance reviews and support agent growth.

Service Quality & Escalation Handling

• Ensure high-quality customer interactions across calls and emails/tickets.
• Review tickets/calls for quality assurance.
• Resolve escalated issues with professionalism and empathy.

Operations & Process Optimiza...