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;