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- Tasks: Lead and manage the Customer Support Team, ensuring top-notch service for our Swiss customers.
- Company: Join Coople, a dynamic tech company revolutionising customer support in the gig economy.
- Benefits: Enjoy hybrid work options, competitive salary, 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 a managerial role and be fluent in German and English.
- Other info: Regular travel to London or Zurich required; ideal for those who thrive in international settings.
The predicted salary is between 36000 - 60000 £ per year.
Location: London, UK or Zurich, Switzerland (hybrid with at least 2 days/week in-office)
Job Type: Full-time, permanent position
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 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 or Zurich office (depending on your main location) 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!
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 Customer Support Team Leader (German-speaking)
✨Tip Number 1
Familiarise yourself with the latest trends in customer support, especially in tech-led businesses. This will not only help you understand the industry better but also allow you to discuss relevant strategies during your interview.
✨Tip Number 2
Brush up on your German and English communication skills, as fluency is crucial for this role. Consider engaging in conversations or even mock interviews with friends to enhance your confidence and fluency.
✨Tip Number 3
Prepare examples from your past managerial experience that showcase your ability to lead a team effectively. Highlight specific instances where you improved KPIs or customer satisfaction scores to demonstrate your impact.
✨Tip Number 4
Research Coople's values and mission to align your answers with their company culture. Showing that you resonate with their goals can set you apart from other candidates and demonstrate your genuine interest in the position.
We think you need these skills to ace 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. Emphasise any relevant achievements, such as improving customer satisfaction scores or successfully training new team members.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and leadership. Mention your fluency in German and English, and how your skills align with the responsibilities outlined in the job description.
Showcase Relevant Experience: When detailing your work history, focus on roles that demonstrate your ability to manage teams and improve processes. Use specific examples to illustrate your success in achieving KPIs and enhancing customer experiences.
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 leadership role.
How to prepare for a job interview at Coople Switzerland
✨Showcase Your Leadership Experience
Make sure to highlight your previous managerial roles and how you've successfully led teams. Discuss specific examples where you improved team performance or customer satisfaction, as this will resonate well with the interviewers.
✨Demonstrate Language Proficiency
Since fluency in German and English is crucial for this role, be prepared to switch between the two languages during the interview. This will not only showcase your language skills but also your comfort in a bilingual environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service skills. Prepare scenarios where you had to handle difficult situations or improve processes, as these will demonstrate your capability to manage a customer support team effectively.
✨Research the Company Culture
Understanding the company's values and culture is key. Familiarise yourself with Coople's mission and how they operate in the tech space. This knowledge will help you align your answers with their expectations and show that you're genuinely interested in the role.
