Team Lead Customer Service (m/f/d)

  • Berlin, Germany
  • Full-time

Company Description

At Lingoda, we believe that language transforms lives.

Our mission is to empower even the busiest people to master a language and unlock their potential - anytime, anywhere.  We are changing the way languages are learned, and are looking for a Customer Service Team Lead (m/f/d) to play a critical role in that change as soon as possible.

Students are the heart of our product and we are here to ensure that they master the language and move a step forward in their career. 

You will be responsible to ensure a high quality service for our students by managing our team of Student Managers.

Job Description

Your mission

Management and Thought Leadership of Customer Service KPIs

You continuously improve the Customer Experience of our students through managing and overseeing all support processes

  • Management of the customer service team and delivering excellent customer service

  • Continuous monitoring and optimization of the customer service processes and standards

  • Regularly reporting on KPI’s, achievements and action items to the Head of Operations 

Team Management

You lead and grow the team according to our mission and values

  • Team strategy and management (team structure, recruitment, performance reviews)

  • Growth and development of the customer care agents

Cross-functional support, initiatives and ownership.

You are the representative of the Student department in all cross functional projects of the company

  • Supporting Mega Campaigns (Marathon, Sprint, etc.) 

  • Owning and Improving Reviews of Customers on the web (Trustpilot, Google, etc.)

  • Feedback from the voice of the customer to the organization (to your direct manager, to product, to marketing, to consumer research, etc.)

  • Sales through student team 

Qualifications

Your skills and experience

  • You have at least 2 years of professional experience working in a leading position in customer service (preferably in an international setting) 

  • You love direct contact with customers and focus on customer-oriented solutions

  • You are a highly energetic and optimistic team-player with strong organizational skills and cross-functional game changing ideas

  • You have a sharp focus on your goals and a strong approach for achieving them

  • You are a solution-driven problem solver with an innovative mindset being able to think outside the box and find creative solutions to putting our students at the center in an international support context

  • You have the ability to coach and develop people

  • Excellent command of the English language - both writing and speaking

Additional Information

Our offer to you 

  • The opportunity to be part of the future of language learning in a young and international team in Berlin

  • High degree of autonomy

  • Open communication and responsibility from day one

  • Free language courses (German, English, Spanish, French)

  • A nice office in the center of Berlin

Would you like to be part of our team?

We are looking forward to receiving your application (CV and cover letter), earliest start date as well as expected salary (gross per year). 

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