Customer Support Team Leader

As a Customer Service Desk Supervisor, you will lead a team of 8 to 10 Customer Service Desk Agents. This is a hands-on role: you will act both as a supervisor and as an active agent, supporting daily operations while guiding your team to deliver excellent customer service. RESPONSIBILITIES Supervise and coach a dedicated team of Customer Service Desk Agents, including conducting performance reviews, supporting recruitment, creating development plans, and providing daily mentoring. Actively participate in daily customer service desk activities, handling customer inquiries, RMAs, and complaints alongside your team. Ensure timely, efficient, and accurate management of RMAs (from collection to invoicing) and complaint resolution. Monitor team KPIs using Visual Management tools, identify deviations, and apply problem-solving techniques to close gaps and achieve targets. Drive continuous improvement in customer satisfaction and service quality. Foster a collaborative, inclusive, and high-performing team culture. EDUCATION/EXPERIENCE REQUIREMENTS Bachelor’s degree or proven experience in Customer Support. Experience managing people in an international environment is preferred. SKILLS & COMPETENCIES Strong digital literacy, especially with MS Office. High accuracy in generating and processing data. Excellent communication and customer handling skills. Proactive problem-solving attitude. Ability to balance supervisory duties with direct customer support tasks. WHAT WE OFFER A multicultural and informal environment focused on inclusion and diversity. Full-time contract with a hybrid work model (minimum 3 days in office, 2 days remote). Flexible office hours (start between 7:30–9:00 am, end between 4:00–6:30 pm). Opportunities for growth and development within a global company. Access to Fortive Business System tools, with the possibility to become a specialist or champion. Leadership training, coaching, and mentoring programs.