Customer Support Team Leader (German-speaking)

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 of 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/b2cenvironment, 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!