Leadership role in HR for multinational company based in Brazil, focusing on strategic HR and talent development. Collaborating closely with recruitment, training, and internal communication teams.
About the role
- Team Lead for Merchant Service at Trustly optimizing operational efficiency and managing B2B customer support teams in a dynamic environment.
Responsibilities
- Daily steering of the operational work seen to optimizing resources based on need
- Enhance the performance of your team through coaching and feedback
- Motivate and guide your team to achieve team and individual goals
- Act as a point of escalation for complex customer issues
- Implement procedures to prevent recurring customer challenges and improve overall satisfaction
- Identify and execute on improvements
- Take accountability for delivering on operational KPIs such as SLAs, efficiency, quality and customer satisfaction
Requirements
- +2 years of experience as a leader of operational teams within B2B support organization, preferably within the tech industry and/or at a market leading B2B call center
- An appreciated leader with a proven track record to grow and develop team members within your organization
- Excellent communication skills in verbal and written format
- Strong problem solver and take full ownership for matters at various scales - own it, fix it
- Experience in handling complaints from customers and solving complex client situations
- Strong understanding of customer support operations
- Ability to adapt to a dynamic and fast-paced environment
Benefits
- 20 to 30 days of holiday to support a healthy work-life balance
- Monthly team outing allowance to enjoy social events with your colleagues
- Parental leave top-up additional support for new parents
- Daily breakfast and on-site perks to make your workday smoother
- Well being support our health allowance covers gym memberships, massages, and much more to help you feel your best
- PLUS additional benefits designed to enhance your work-life experience!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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