Team Lead Customer Care & Support (Hybrid)

City : Miami Type of job : Full-time employee Entry Date : immediately

As Team Lead Customer Care & Support you lead a multilingual team in the area of Customer Service. Your goal is to achieve maximum customer satisfaction for our customers around the world every day. Therefore, you keep an eye on the different KPIs and you enjoy motivating others and getting the best out of each individual.

What you can expect

• You lead a multicultural team of customer care & support team members. Thereby, you are in close exchange with the teams of our (inter)national locations and share experiences with their team leads.
• You listen to team members’ feedback and involve appropriate resources to help with resolving any issues or conflicts.
• You take over the technical and disciplinary leadership of your team and make sure we realize maximum customer satisfaction.
• Based on the experience gained from day-to-day business, you develop existing processes and training needs together with your team and colleagues from other areas.
• As a manager, you set clear team goals and thus control the success of your team based on defined KPIs. You summarize the results in regular reports.
• From personnel selection to onboarding and further development : you encourage creativity and risk taking and shape your team and know how to motivate them.
• In addition to your leadership work, you are close to the day-to-day business and act as a contact and escalation point for your colleagues.
• You suggest and organize team building activities.

What sets you apart

• You have solid experience as a customer service executive and are familiar with dealing with challenging customers.
• A strong sense of unity, empathy, and a cooperative management style characterize you and you enjoy sharing your knowledge and skills with your team.
• You are used to building your work based on KPIs and know how to motivate your team. Each team member knows what contribution he or she makes to achieving the goals.
• You have qualities to make a team thrive, such as compassion, honesty, and integrity.
• You have experience working with groups of team members across the globe to achieve a common customer service experience.
• You are open to travel to (inter)national locations from time to time.
• You have a strong command of English, both written and spoken. Further foreign language skills are a plus.
• You are proficient in using the standard Office programs and learn new systems quickly.
• Don't know much about luxury watches? Don't worry, we’ll teach you everything you need to know.

What we offer

Diversity at Chrono24 : We believe there's strength in diversity.

Diversity is at the core of our business culture. We firmly believe that diversity leads to a culture of tolerance and understanding. Each individual's unique experiences enrich our team and contribute to our success, which is why we never ask you to be anything but yourself.

You are YOU, and that's how it should be.

Your application will be handled by

Marie Gölz

Do you have questions? Feel free to call us.