Customer Support Team Lead - TNS

Role Details

Support Channels: Email and Chat Support

Contract Duration: Temporary contract

Work type and Location: Remote

Work schedule: Standard working hours, weekdays (occasional weekend day)

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role

PartnerHero is looking for talented folks to join us as a Fixed Term German Team Lead overseeing a team of French Customer Support Specialists supporting a key product company.

What you’ll do:

• Lead, mentor, and coach a team of customer support representatives, providing guidance and support to ensure optimal performance outcomes.
• Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge.
• Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining the highest levels of customer satisfaction.
• Develop and optimize customer service processes and workflows to improve efficiency and productivity.
• Analyze metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets.
• Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management.
• Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights.
• Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary.
  
  
  

What we expect from you:

• Proven experience in a customer support supervisory role, preferably in a contact center environment.
• Strong leadership and team management skills, with the ability to motivate and inspire a team.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members.
• Experience influencing and motivating employees to attain stated metrics/KPIs in a production environment.
• Strong analytical skills, adept at addressing challenges and enhancing efficiency in high-pressure situations, with a high degree of adaptability.
• Extensive experience in client interactions, focusing on satisfaction and loyalty, with a proactive approach to implementing innovative solutions.
• Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.
  
  
  

Company Culture Is At Our Core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues
  
  
  

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

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