Location
hybrid in Lisbon (3 home office days per week)
SHAPE THE FUTURE OF PRIVACY WITH USERCENTRICS
Usercentrics is a global leader in data privacy and privacy-led marketing solutions. We believe there is no need for a trade-off between growth and privacy compliance. Our vision is to unlock the potential of data privacy to empower a thriving digital ecosystem. We work with companies to create a healthy balance between data-driven business and privacy-led marketing for every size of enterprise. Our customers build trust with their users through improved transparency and control to drastically improve marketing and monetization, while achieving full privacy compliance.
We are looking for an experienced and dynamic Team Leader Customer Support to join our team. In this role, you will be responsible for managing a distributed and multinational team of customer support specialists, ensuring the efficient and high-quality delivery of customer service.This role involves overseeing daily operations, distributing workload, providing guidance to the team, and ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met, while delivering concise and comprehensive reports to senior leadership.
The Team Leader will also handle customer escalations, identify knowledge gaps within the team and facilitate training accordingly, contribute to both internal and customer-facing knowledge bases, and drive continuous improvement of the customer support process. Additionally, they will actively participate in headcount and budget planning, hire new team members, and mentor, coach, manage performance, and support career development for existing team members.
You Bring
- 2 + years of experience leading customer-facing support or service teams, including hiring, onboarding, mentoring, coaching, performance management, and career mapping
- 5 + years of overall experience in customer support or service roles within the technology space, preferably PaaS/SaaS.
- Strong customer advocacy and a passion for perfecting the customer experience and delivering excellent service across all touchpoints.
- Foundational knowledge of IT fundamentals, with experience in web technologies being a plus.
- Ability to address difficult or escalated issues, restore relationships with dissatisfied customers, and turn detractors into promoters.
- Advanced proficiency in English (C1) is required; native or bilingual proficiency is preferred, along with excellent verbal and written communication skills.
- Proficiency with customer support tools such as CRM software, ticketing systems, and service desk platforms, with experience in AI automation (chat and voice bots) being a plus.
- Proven track record of managing team performance based on customer support KPIs, including CSAT, NPS, First Contact Resolution, Customer Effort Score, Full Resolution Time, and others.
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
About us
We are driven by our values #BeBrave, #BetterTogether, #LeadbyExample, #InnovateWithPurpose, #PassionForPrivacy, #GiveBack and #ComeAsYouAre. They show what we believe in and how we work. They help make our team special and guide us in everything we do. They're the heart of our company and inspire us to do our best every day.
We strive to create a diverse, equitable, and inclusive environment (DEI) where everyone feels valued, respected, and empowered to reach their full potential. We believe that our different backgrounds, experiences, and perspectives are our greatest strengths — so we are committed to building with them as we foster innovation and drive our success.
We recognize that this is an ongoing journey. We commit to listening and to continuous learning, growth, and improvement. By embracing DEI principles, we will create a more just and equitable society, and we are proud to play our part in making this vision a reality.
We are #BetterTogether.
