Responsibilities
- Oversee and manage multiple client accounts concurrently
- Build and maintain long-term, trust-based relationships with clients
- Lead and optimize performance across customer support operations
- Ensure consistent achievement and outperformance of KPIs and SLAs
- Gain in-depth understanding of clients' business objectives, brand identity, and customer expectations
- Initiate and lead continuous improvement efforts across teams and workflows
- Provide proactive reports, operational analysis, and strategic guidance
- Mentor and develop Team Leads who report directly to you
- Supervise global, multilingual operations, ranging from small specialized teams to larger groups of up to 80 agents
- Collaborate with internal departments to align operations and ensure high-quality delivery
- Uphold excellence in customer experience, brand voice, and service standards
- Lead new client onboarding using defined operational procedures and implementation frameworks
Benefits
- Significant autonomy and ownership in role
- Interaction with international e-commerce brands
- Supportive and team-oriented leadership culture
- Opportunities for sustained career progression
- Ability to influence processes, strategy, and client outcomes
- Work with an organization committed to exceptional customer experience
- Fully remote work arrangement
Work Arrangement
Remote (Worldwide)
Other
- Fluent in both English and German
- Remote: Full Time (37.5 hours per week)
- Must be fully comfortable using both languages professionally and interchangeably
- Not an account coordination role
- Includes accountability for operational KPIs, SLA performance, client relationships, and leading support teams in a BPO or contact centre setting
