Customer Operations Team Leader with Italian

Job description:

• Lead motivate and coach a team of Customer Support Agents to meet performance targets and service excellence standards;

• Oversee day-to-day operations across phone email chat social media SMS and online reviews;

• Support agents with complex complaints escalations orders returns and sensitive customer cases;

• Analyze performance data identify trends and drive continuous improvement;

• Prepare and present daily weekly and monthly performance reports;

• Build concise impactful briefing decks for stakeholder meetings;

• Partner with end-market and cross-functional teams to resolve issues and improve processes;

• Run regular coaching sessions one-on-one and on-the-floor to build capability and engagement;

• Manage schedules attendance and shift adherence across the team;

• Ensure compliance with quality data protection and regulatory standards;

• Use SAP and Salesforce to manage cases orders and performance metrics;

• Foster an inclusive high-performing team culture;

• Drive upselling and service improvement through onboarding training and upskilling.

Qualifications:

• Advanced English & Italian speaker minimum B2 level;

• Minimum 3 years of experience leading customer support teams across multiple channels;

• Solid understanding of the tools and technologies used in the industry;

• Proven supervisory or Team Lead experience with strong leadership coaching and mentoring skills;

• Excellent communication interpersonal and conflict-resolution skills;

• Ability to thrive in a fast-paced target-driven environment;

• Strong relationship builder able to establish trust with internal stakeholders;

• Solid reporting skills;

• Certification in customer service or leadership is a plus;