Customer Operations Team Leader with Italian

Job description: Lead, motivate, and coach a team of Customer Support Agents to meet performance targets and service excellence standards; Oversee day-to-day operations across phone, email, chat, social media, SMS, and online reviews; Support agents with complex complaints, escalations, orders, returns, and sensitive customer cases; Analyze performance data, identify trends, and drive continuous improvement; Prepare and present daily, weekly, and monthly performance reports; Build concise, impactful briefing decks for stakeholder meetings; Partner with end-market and cross-functional teams to resolve issues and improve processes; Run regular coaching sessions — one-on-one and on-the-floor — to build capability and engagement; Manage schedules, attendance, and shift adherence across the team; Ensure compliance with quality, data protection, and regulatory standards; Use SAP and Salesforce to manage cases, orders, and performance metrics; Foster an inclusive, high-performing team culture; Drive upselling and service improvement through onboarding, training, and upskilling.

Qualifications

Advanced English & Italian speaker, minimum B2 level; Minimum 3 years of experience leading customer support teams across multiple channels; Solid understanding of the tools and technologies used in the industry; Proven supervisory or Team Lead experience, with strong leadership, coaching, and mentoring skills; Excellent communication, interpersonal, and conflict-resolution skills; Ability to thrive in a fast-paced, target-driven environment; Strong relationship builder, able to establish trust with internal stakeholders; Solid reporting skills; Certification in customer service or leadership is a plus;