Italian Cx Team Lead

Department: Customer Experience

Employment Type: Full Time

Location: Duiven, Netherlands

Compensation: €40,000 - €43,000 / year

Description

• Learn our tone of voice, systems, and customer service processes.
• Shadow experienced colleagues to understand customer journeys, workflows, and best practices.
• Gain confidence leading a team and handling escalated customer interactions.

• Independently manage team performance and operational workflows with professionalism and accuracy.
• Resolve escalated queries fairly and efficiently, setting a high standard for your team.
• Coach and mentor team members to achieve high-quality service and KPIs.
• Build trust with colleagues and customers through clear, timely, and accurate communication.

• Take ownership of team performance, KPIs, and service outcomes.
• Continuously identify and implement improvements in workflows, training, and customer service processes.
• Foster a high-performing, engaged, and motivated team culture.

Key Responsibilities

• Lead a multi lingual team to deliver exceptional customer service across all channels.
• Resolve escalated complaints and complex queries effectively and empathetically.
• Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction.
• Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey.
• Develop, coach, and support team members to reach their full potential.

• Lead, motivate, and coach a team of Italian and Italian-speaking support agents.
• Manage team performance, SLAs, KPIs, and adherence to policies.
• Oversee scheduling, workloads, and team workstreams.
• Handle complex or escalated customer interactions efficiently.
• Support recruitment, onboarding, and development of new team members.
• Collaborate with internal teams to ensure smooth handovers and aligned customer support.
• Promote team engagement, wellbeing, and continuous improvement initiatives.

Skills, Knowledge and Expertise

• Fluency in Italian (written and spoken).
• Minimum 1 year of leadership experience in a customer-facing or support environment.
• Strong customer service focus and ability to manage escalated complaints.
• Proven ability to coach, mentor, and develop diverse teams.
• Knowledge of HR policies and procedures.
• Data-driven, with excellent attention to detail.
• Resilient, adaptable, and positive attitude.
• Strong technology and system skills.
• Ability to consistently meet KPIs, objectives, and SLAs.

• Experience in sales-driven support teams with high-value targets.
• Familiarity with CRM systems.
• Experience managing inbound and outbound operations.