The Process Lead serves as the primary authority on customer service processes, products, and systems. The role is responsible for ensuring service excellence by supporting frontline teams, driving continuous improvement, and maintaining high-quality standards across all customer interactions. The role acts as a key advisor, enabling effective issue resolution, enhancing customer experience, and aligning service delivery with organizational goals.

• Strong verbal and written Turkish and English communication skills, with a minimum requirement of C1-level proficiency in Turkish and B2 proficiency in English (or equivalent).
• Proven experience handling complex customer issues and escalations in a voice enviroment in Turkish.
• Proficiency in Microsoft Office tools (especially Excel).
• Ability to analyze data and generate actionable insights.
• Deep understanding of customer service processes and best practices.
• Excellent communication and interpersonal skills.
• Mentoring capabilities.
• High attention to detail and quality standards.
• Ability to manage multiple priorities and tasks. +3 years of experience in a customer service support function role, contact center, or related customer-facing role is highly advantageous.