Position: Customer Success Team Leader

Location: Limassol, Cyprus

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Lead and manage a team, ensuring high performance and productivity.
• Conduct regular training to equip team members with the skills and knowledge needed for exceptional service delivery.
• Monitor team performance using key metrics and customer satisfaction indicators.
• Implement strategies to drive improvements in team outcomes.
• Address escalated customer inquiries and complaints, ensuring timely and effective resolutions.
• Identify opportunities for process enhancements to improve customer experience and service efficiency.
• Collaborate with other departments to resolve customer issues and optimize operations.
• Provide performance reports and insights to senior management, highlighting achievements and areas for growth.
• Ensure compliance with industry regulations, policies, and company standards in customer interactions.

REQUIREMENTS:

• Native or fluent in English, with strong proficiency in both written and spoken communication.
• Degree in Business or a related field.
• Prior experience in Customer Service, with at least 2 years in a leadership or supervisory role, preferably in a relevant industry.
• Knowledge of additional languages is a plus.
• Familiarity with industry-specific platforms, services, and regulations.
• Ability to lead, motivate, and maintain a positive, collaborative team environment.
• Excellent communication skills, both written and verbal, with the ability to simplify complex information.
• Strong problem-solving skills with a focus on customer satisfaction.
• Experience in tracking and improving team performance using metrics and KPIs.
• Proficiency with CRM software.
• Ability to manage high-pressure situations professionally and effectively.

OFFER:

• 24 working days annual leave (+ public holidays)
• Comprehensive Global Medical Insurance Plan, with coverage for the employee and their immediate family from day one
• Udemy Business unlimited membership
• Work hours 9-6 from Monday to Friday
• Company discount card with access to various goods and services
• Corporate events and team building activities
• Professional and personal development opportunities in a fast-growing environment