Customer Service Manager

We are a European international company in the process of establishing a new location in Lisbon. As part of our expansion, we are seeking a dedicated bilingual Customer Service Manager fluent in English is a must have, proficient French and/or German are great assets.

This role is pivotal in ensuring seamless communication between our clients and employees.

You will be leading a team of dedicated customer Service representatives and your responsibilities will be as follow:

🧭 Team Leadership

• Lead, coach, and develop a multilingual team of agents.
• Set and track KPIs
• Conduct regular performance reviews and support agent growth.

📞 Service Quality & Escalation Handling

• Ensure high-quality customer interactions across calls and emails/tickets.
• Review tickets/calls for quality assurance.
• Resolve escalated issues with professionalism and empathy.

⚙️ Operations & Process Optimization

• Oversee scheduling and ensure adequate team coverage.
• Monitor ticket flow and implement process improvements.
• Maintain and update SOPs and knowledge base content.

📊 Performance & Reporting

• Track and analyze key service metrics.
• Provide regular reports to senior management (remote)
• Identify trends and suggest service enhancements.

🌍 Multilingual & Cross-Functional Collaboration

• Guarantee service consistency in English, French, and German.
• Support internal teams with customer insights and feedback.
• Coordinate with HR, IT, and Product teams on hiring, tools, and system updates.

🔄 Continuous Improvement

• Drive initiatives to improve customer satisfaction and team efficiency.
• Promote best practices and innovation in customer service delivery.

Requirements

• Empathetic Leadership
• Resilience & Calm Under Pressure
• Strong Multilingual Communication
• Analytical & Solution-Oriented Mindset

Benefits

• Competitive package
• An opportunity to be part of a dynamic, international team
• A role in a growing company with potential for career advancement
• A supportive work environment that values collaboration and innovation