Customer Service Team Lead

We are seeking an experienced Team Leader / Training & Quality Manager (TQM) to join our partner company.
The Team Leader / TQM will be responsible for supervising a team of dedicated agents, managing training and quality processes, and ensuring operational excellence. This role will serve as the first escalation point for agents, monitor daily operations, and work closely with the client to maintain high service standards.  

Requirements
✔️Proven experience as a Team Leader, Quality Manager, or similar role in customer support or education management.
✔️Strong leadership and people management skills.
✔️Excellent communication and problem-solving abilities.
✔️Experience in performance monitoring and KPI/SLA management.
✔️Ability to conduct training and coaching sessions.
✔️Proficiency in using admin panels and monitoring tools.
✔️Strong organizational skills with attention to detail.
✔️Fluent German (C1 level or above) and English B2+
✔️Direct, hands-on background in selling services with a track record of successful conversions.
✔️ Ability to conduct registration interviews independently from start to finish.
✔️Confidence in addressing concerns, guiding parents toward informed decisions, and successfully closing sales.
✔️Skilled in managing dissatisfied customers, conducting structured feedback conversations, and preventing churn through proactive, consistent communication.  

Responsibilities
➖Supervise the team of dedicated agents assigned to the client.
➖Support the team by stepping in to perform frontline agent duties as needed to ensure continuous service quality and smooth operations.
➖Provide training and quality management for tutors and agents.
➖Monitor daily operations, team performance, and schedule adherence.
➖Act as the first escalation point for agents.
➖Ensure SLAs, KPIs, and client expectations are met.
➖Deliver regular performance updates and feedback to management.
➖Oversee sales and marketing campaign performance.
➖Conduct quality assurance and ongoing training for teachers.
➖Cooperate with the client’s teacher management team to monitor assignments and support communication.
➖Monitor tutoring lessons through the client’s admin panel to ensure consistency and quality.
➖Observe online tutoring sessions and improve lesson quality.
➖Provide coaching and advice to teachers.
➖Identify and suggest certified online training courses for the client’s teachers.
➖Support temporary teacher recruitment when necessary.  

Would be a plus
✔️Experience in educational or tutoring services management.
✔️Background in sales or marketing campaign monitoring.  

Work conditions
➖Remote work.
➖The probation period is two months.
➖Schedule: Monday – Friday, 9:00 AM – 6:00 PM CET (1-hour break included).