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For Companies At a Glance
- Tasks: Lead and manage the Customer Support Team, ensuring top-notch service for our Swiss customers.
- Company: Join Coople, a dynamic tech company focused on innovative customer solutions.
- Benefits: Enjoy a full-time role with potential remote work and opportunities for professional growth.
- Why this job: Be part of a fast-paced environment where your leadership can make a real impact.
- Qualifications: Must have 3+ years in management, fluent in German and English, with a customer-focused mindset.
- Other info: Regular travel to London office required; ideal for those seeking international experience.
The predicted salary is between 36000 - 60000 £ per year.
Location: London, UK or Zurich, Switzerland
Job Type: Full-Time, 6-month contract
Experience Level: At least 3 years in a managerial position
Language Requirements: German (fluent), English (fluent), French (desirable)
About the Role
Coople is currently looking for a Customer Support Team Leader for a 6-month contract, starting as soon as possible. In this role you will be responsible for the quality of our Level 1 support to customers and Cooplers in the Swiss market.
Key Responsibilities
- Manage and oversee the day to day of the Customer Support Team
- Recruit new members of the team, onboard and train them into their new roles.
- Provide ongoing coaching to team members in regard to KPI’s and high CSAT scores
- Manage the shift schedule and staffing of the team
- Document and optimise team processes
- Provide customer feedback and liaise with the wider business e.g. commercial, marketing and product teams
- Escalate compliance cases to relevant teams
- Regular travel to the London office will be required
Qualifications & Requirements
- At least 3 years of experience in a managerial position are a must
- Ideally a completed commercial or technical apprenticeship, with relevant further education
- Prior customer-facing experience in a b2b/b2c environment, ideally in a technology-led business
- Customer-oriented individual with experience of working towards, and exceeding targets
- Ideally experience working in an international, remote environment
- Excellent organizational skills, structured and solution-oriented way of working
- Good objection handling abilities
- Excellent communication skills
- Fluent German and English are a must (French-speaking desirable)
If you are a process-oriented, and proactive professional who would thrive in a fast-paced tech company, then apply today!
Interim Customer Support Team Leader (German-speaking) employer: Coople Switzerland
Contact Detail:
Coople Switzerland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Interim Customer Support Team Leader (German-speaking)
✨Tip Number 1
Familiarise yourself with the specific challenges faced by customer support teams in the tech industry. Understanding these nuances will help you demonstrate your expertise during interviews.
✨Tip Number 2
Network with current or former employees of Coople or similar companies. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Brush up on your German and English communication skills, especially in a business context. Being able to articulate your thoughts clearly in both languages will set you apart from other candidates.
✨Tip Number 4
Prepare examples of how you've successfully managed teams and improved customer satisfaction in previous roles. Having concrete stories ready will help you showcase your leadership abilities effectively.
We think you need these skills to ace Interim Customer Support Team Leader (German-speaking)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your managerial experience, particularly in customer support roles. Emphasise your fluency in German and English, and mention any relevant experience in a technology-led business.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to lead a team. Mention specific examples of how you've exceeded targets or improved customer satisfaction in previous roles.
Highlight Relevant Skills: In your application, focus on skills that align with the job description, such as coaching, process optimisation, and communication. Use keywords from the job listing to demonstrate your fit for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a managerial position.
How to prepare for a job interview at Coople Switzerland
✨Showcase Your Leadership Experience
Make sure to highlight your managerial experience during the interview. Discuss specific examples of how you've successfully led a team, managed KPIs, and improved customer satisfaction scores in previous roles.
✨Demonstrate Language Proficiency
Since fluency in German and English is crucial for this role, be prepared to converse in both languages during the interview. You might also want to brush up on any relevant industry terminology in French, as it’s a desirable skill.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle customer complaints. Prepare scenarios where you successfully resolved issues or improved processes, showcasing your customer-oriented approach.
✨Research Coople and Its Culture
Familiarise yourself with Coople's mission, values, and recent developments. Understanding the company culture will help you align your answers with their expectations and demonstrate your genuine interest in the role.
