Customer Service Team Leader
Trodo
full-time
Posted on:
Location Type: Hybrid
Location: Mārupe • 🇱🇻 Latvia
Visit company websiteSalary
💰 €2,600 - €2,900 per month
Job Level
Senior
About the role
- Lead and motivate the team to provide excellent customer support
- Manage staffing, scheduling, and resource allocation for optimal coverage
- Monitor team performance, provide feedback, and implement improvement plans
- Handle escalated customer issues and ensure timely resolutions
- Ensure compliance with company policies and regulatory standards
- Facilitate training and development to enhance team skills
- Identify process improvements to boost efficiency and service quality
Requirements
- Proven experience in customer service
- Strong ownership and responsibility for team performance
- Comfortable working with multiple systems at the same time
- Great communication skills
- Ability to develop and implement customer service strategies
- Strong problem-solving and conflict resolution abilities
- Ability to analyze performance trends and suggest improvements
- Understanding of omnichannel support (calls, chats, tickets, social)
- Experience with Zendesk, Aircall, CRM, or other CX platforms
- Proficiency in Latvian and good English language skills are required for working international clients and software
- Legal right to work and reside in Latvia
Benefits
- Extended health insurance
- Flexible benefits (extra holidays or paid GYM)
- Growth & development opportunities
- Employee Purchase Program
- Mental health support program
- Fruits (and ice cream during summer), and refreshments in the office
- Family-friendly workplace
- Celebrations of employee's important life moments
- Team buildings and corporate events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceperformance analysisprocess improvementcustomer service strategiesconflict resolutionomnichannel support
Soft skills
team leadershipcommunicationproblem-solvingownershipresponsibility