Customer Care Team Lead (m/f/x) - Bilingual - German and English

1 Customer Care Team Lead (m/f/x) - Bilingual - German and English Thaur, Tirol full-time (40h/week) What You'll Be Doing Key Responsibilities Team Leadership & Development * Daily Management: Oversee the team's daily output, conducting weekly check-ins and managing time / absences. * Mentorship: Lead onboarding and facilitate training sessions to upskill agents in complex queries and compliance. * Foster a culture of continual improvement, leading by example to maintain high team morale. Operational Excellence * SLA Management: Direct resources to ensure all workloads are processed within agreed timeframes. * Process Optimization: Proactively identify and implement process improvements, streamlining policies and helpdesk macros. * Assist with carrier tasks and provide backup for community specialists or other departments (e.g., influencer giveaways) as needed. Escalations & Technical Oversight * Resolve high-level customer escalations and assist agents with technical support issues. * Manage bank claims and oversee fraud / payment issues across Shopify, Klarna, PayPal, and Afterpay/Clearpay. Reporting & Cross-Functional Collaboration * Data Insights: Provide monthly / quarterly reports to the wider business, focusing specifically on nutrition, fraud, and payments. * Collaborate with internal departments and suppliers to resolve process bottlenecks and improve the overall customer experience. Who You Are * Bilingual Communicator: You are fluent in German and English (written and spoken) and can articulate complex information clearly to both customers and internal stakeholders. * Experienced Lead: You have a solid background in Customer Service, ideally in a senior or supervisory capacity within a fast-paced e-commerce or bilingual environment. * Platform Proficient: You are comfortable using Zendesk (or similar CS software) and have a working knowledge of Shopify and various payment gateways (Klarna, PayPal, etc.). * Problem Solver: You possess a "customer-first" mindset and the ability to resolve complex escalations and financial / fraud issues with a calm, professional demeanor. * Organized & Detail-Oriented: You have a keen eye for detail, essential for managing bank claims, order checks, and compliance regulations. * Adaptable Leader: You thrive under pressure, effectively multitasking and prioritizing workloads to ensure the team meets agreed SLAs. * Data-Driven: You are comfortable interpreting customer data and feedback to create insightful reports that drive business improvements. * Continuous Improver: You don't just follow processes - you look for ways to streamline them. You are passionate about mentoring others and fostering a culture of excellence. Desirable: * Experience working with external suppliers, logistics, or returns management. * A background or strong interest in the Nutrition or Apparel industry. * Knowledge of additional languages. * Previous experience in fraud prevention or payment processing oversight. What We Offer We believe in creating a supportive and dynamic workplace where you can thrive both personally and professionally. Here's what you can expect when you join our team: * Make an Impact: Take ownership and play a key role in the success of our brand. * Grow With Us: Enjoy opportunities for personal and professional development in a fast-growing company. * Modern Workplace: Work in one of Tyrol's most modern offices. * Team Spirit: Become part of a dynamic and international team. * Awesome Benefits: Take advantage of flexible working hours, an in-house gym, team events, lunch options, JobRad (company bike program), and employee discounts on our products. * Compensation: The annual gross salary starts at EUR 39.900, depending on your qualifications and experience. Ready to make your mark? If you're ready to become a part of our success story, we can't wait to hear from you. Please send your resume to: Das Mindestentgelt ...