CS Team Leader

About the role

As a CS Team Leader, your focus will be on meeting new organisational objectives and goals and increasing our Customer Satisfaction. You will support, guide, and coach your team to ensure they perform at an optimal level, and you will use your leadership skills to inspire, motivate, and engage your team. It will be your responsibility to create a cohesive team that works together efficiently and to maximise the team’s potential.

To be a successful Team Leader for Customer Service at Catawiki, you should have a track record of leading a motivated and engaged team that delivers positive performance results in line with goals and targets. Excellent interpersonal skills are of paramount importance as you build quality relationships with your team and internal stakeholders.

What you’ll do

Results and Responsibilities

• Advise and coach CS Representatives on soft skills and best practices, ultimately leading to higher productivity, high-quality team performance, and improved customer satisfaction.
• Day-to-day management, including assigning tasks, monitoring incoming volumes, and adjusting schedules based on needs, absences, or shifting priorities.
• Manage and coach a team of CS Representatives to ensure they meet departmental and team performance targets and KPIs while delivering exceptional customer service.
• Handle daily escalations and cancellations for our team of CS Representatives. 

Tasks and Activities

• Foster a culture of team engagement, recognising and celebrating team members' achievements, and promoting collaboration and teamwork.
• Monitor team performance metrics and provide feedback, coaching, and support to improve individual and team performance.
• Develop and maintain effective customer service procedures and policies to ensure consistent quality and efficiency.
• Have a good understanding of reports and dashboards and be able to give strategic input on customer service operations, team performance, and customer feedback to the Team Manager.
• Collaborate with other teams, such as sales and product development, to ensure that customer feedback is incorporated into business strategies and product development plans.
• Have 1:1 meetings regularly, conduct performance appraisals (mid-year and end-of-year), and hold stand-ups with your direct reports.
• Respond to customer inquiries and complaints, providing timely and accurate resolutions to issues and ensuring that customer needs are met.
• Manage and monitor ticket queues and volumes for optimal efficiency and productivity.
• Support the Team Manager with managing SLAs and implementing new tools, processes, and procedures.
• Report to the CS Team Manager and serve as a backup in case of short-term absence.

Your primary objective will be to boost workplace performance within our CS organisation.

What you’ll bring

• At least 1 year of experience in Customer Service Teams, including managing a team of at least 10 Representatives.
• A balanced leader with a passion for inspiring, motivating, and engaging a team.
• Fluency in English (additional languages are a plus).
• Proven experience with KPIs and OGSM.
• Strong stakeholder management skills and expertise.
• Ability to prioritise tasks effectively and address ad-hoc situations.
• Relevant experience or a strong interest in identifying and implementing improvements, new processes, and tools.
• Available to work 40 hours per week. Regular office attendance is required to support your team.
• You are available to work some weekends and on some public holidays.
• You are currently based in Lisbon, Portugal.

In return

• A competitive Annual Gross Base Salary, depending on your level, competencies, and overall experience.
• Health Insurance from day 1 (including dental coverage), with access to multiple hospitals and clinics and a vast wellness network.
• A Work From Home Allowance to help with your monthly household bills.
• Commuting between your home and our office is covered by Catawiki.
• Amazing Office right in the centre of Lisbon.