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Team Lead

vor 2 Monaten

Berlin, Berlin, Deutschland Wemolo GmbH Vollzeit
About the Role

We are seeking a highly skilled and experienced Team Lead to join our International Customer Care team at Wemolo GmbH. As a key member of our team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.

Key Responsibilities
  • Leadership: Lead and manage a team of customer service representatives, providing guidance and support to ensure they have the skills and knowledge needed to deliver excellent customer service.
  • Customer Care: Develop and implement customer care strategies to ensure that our customers receive timely and effective resolutions to their issues.
  • Targets: Set and achieve targets for customer satisfaction, first contact resolution, and other key performance indicators.
  • Process Optimization: Identify areas for process improvement and implement changes to increase efficiency and effectiveness.
  • Strategy: Collaborate with other teams, including Customer Success, Project Management, Business Development, Engineering, and Product, to develop and implement strategies to drive business growth and customer satisfaction.
Requirements
  • Background: Proven experience in customer service management, preferably in a B2B environment.
  • Leadership: Demonstrated leadership skills, with experience in managing teams and developing leaders.
  • Mindset: Strong analytical, organizational, and problem-solving skills, with a high level of intrinsic motivation.
  • Communication: Excellent communication skills, with the ability to articulate complex ideas in a clear and concise manner.
  • Skillset: Proficiency in Microsoft Office and CRM tools, such as Salesforce, with experience in chatbots or automation tools a plus.
  • Language: Fluent in German and English, with excellent communication skills, and good Italian language skills. Polish language skills are a plus.
What We Offer
  • Flexibility: A flexible work model that allows you to work from anywhere and at any time.
  • Workation: The opportunity to work from inspiring locations and experience new cultures.
  • Safety: A secure work environment, with a profitable business model that ensures job security.
  • Participation: A virtual stock option plan (VSOP) that allows you to participate in the company's success.
  • Measurable Goals: OKRs that allow you to measure your impact on the company's success.
  • Events: The opportunity to celebrate our successes with our legendary team events and OKR parties.
  • Nourishment: Fresh coffee from our coffee machine, and access to our online cafeteria, snack bar, and fruit basket.
  • Health: Support for your physical and mental well-being, with access to EGYM and other wellness programs.
  • Development: Opportunities for professional development, including language courses and in-house training.
  • Equipment: The freedom to choose your own equipment, to work efficiently and comfortably.
  • Dress Code: A relaxed dress code that allows you to express yourself.

Innovation through Diversity
We value diversity and inclusion, and believe that everyone deserves to be treated with respect and dignity. We strive to create a culture of belonging, where every team member feels valued and empowered to contribute their best work.