Customer Operations Team Leader with Italian
At Sales Consulting · Bucharest; București, Romania; Iași, Romania
- Operations
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Where you’ll work
Hybrid, based in Bucharest or Iași
“Bucharest”
From the location.
“București, Romania”
From the job board field.
“Iași, Romania”
From the job board field.
The job board lists it as hybrid.
Hybrid means some days in the office. The listing says how many, and where.
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- Posted
- 20 August 2026
- First seen by us
- 15 October 2026
- Last checked
- 14 hours ago
Job description
From Sales Consulting’s job post, as they wrote it.
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;
Read the full description
* 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;
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