Customer Service Team Lead

Your territory

As the Lead of one of our Customer Happiness teams, you will:

• Manage and mentor a team of Customer Happiness Specialists to provide exceptional customer service
• Develop and implement strategies to enhance customer satisfaction and retention
• Foster effective internal communication within the Customer Happiness team regarding the investigation, management, and reporting of both new and ongoing issues
• Conduct regular training sessions with customer support agents to ensure Service Level Agreement (SLA) targets are met
• Contribute to Net Promoter Score (NPS) initiatives, particularly in addressing technical issues
• Oversee the onboarding process for new agents, with a focus on technical training
• Monitor and analyze performance metrics to drive continuous improvements in service quality and delivery
• Ensure the team has access to the necessary tools and training for efficient and effective customer support
• Bring in your fresh ideas to make Tractive better - you’ll never hear the phrase “...because that’s how we’ve always done things”
• Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level

Your profile

Key requirements:

• 3+ years of experience in a leadership role within customer service
• Experience in contact centers and managing multilingual teams
• Strong problem-solving skills and analytical thinking
• Exceptional communication skills and the ability to learn quickly
• A customer-first mindset with a proven track record of improving customer experience
• Valid Austrian work permit

Does this sound like you?

• Ready to step into a leadership role and take ownership of both a team and strategic projects
• Passionate about people management, mentorship, and helping others reach their full potential
• Able to see the big picture while also focusing on the details that drive success

Salary range

Just so you know what to expect: For this position, we offer a competitive overpayment based on qualification and experience. Annual gross salary starts at € 40.000 full-time. At Tractive, that means a 4-day work week with a 3-day weekend. If you bring relevant experience in many of the fields of responsibility, the salary will be considerably higher.