Overview

Enshored is seeking an experienced and driven Customer Support Team Leader to lead and develop a high-performing team of Customer Support Heroes supporting a global company in the active and adventure travel sector. The Team Leader will be responsible for day-to-day team management, ensuring service quality, operational efficiency, and team engagement. This role is pivotal in bridging frontline customer support operations with strategic business goals, acting as both a people leader and a process champion.

Key Responsibilities

Team Leadership & Performance Management

  • Lead, coach, and motivate a team of Customer Support Heroes, fostering a positive and high-performing team culture.
  • Set clear performance objectives aligned with business KPIs (CSAT, response times, resolution rates, quality scores).
  • Conduct regular 1-to-1 meetings, performance reviews, and coaching sessions to support individual development.
  • Monitor real-time team performance and adjust workload distribution to maintain SLA adherence.
  • Identify training needs and coordinate onboarding and upskilling initiatives.

Operational Excellence

  • Oversee daily operations across all support channels (phone, live chat, and email) using Zendesk and CRM systems.
  • Ensure accurate handling of payments, cancellations, booking amendments, and escalations with high attention to detail.
  • Act as the first point of escalation for complex or sensitive customer issues, ensuring swift and empathetic resolution.
  • Monitor and report on team metrics, preparing regular performance dashboards and insights for the Customer Support Manager.
  • Collaborate with the operations team to ensure seamless trip execution and proactively address recurring customer pain points.

Quality Assurance & Continuous Improvement

  • Implement and oversee quality assurance processes, reviewing interactions to maintain high service standards.
  • Identify trends in customer feedback and translate insights into actionable process improvements.
  • Champion a culture of continuous improvement, encouraging Heros to share ideas and best practices.
  • Manage and moderate post-trip feedback, online reviews (Google, Trustpilot), and reputation management activities.

Crisis & Incident Handling

  • Support Heroes in managing on-trip incidents, including luggage issues, medical emergencies, and travel disruptions.
  • Ensure the team is prepared and equipped to handle high‑pressure situations with calm and professionalism.
  • Coordinate with internal stakeholders and external suppliers during crisis situations to protect customer welfare.
  • Able to work under stress.

Communication & Stakeholder Management

  • Serve as the primary liaison between the frontline team and the Customer Support Manager, escalating systemic issues.
  • Act as “the voice of the customer” within the organization, advocating for process changes that enhance the customer journey.
  • Participate actively in leadership meetings, contributing data‑driven insights and operational updates.
  • Proved ability to inspire, develop, and retain high‑performing teams.
  • Strong coaching and mentoring skills with a genuine investment in team growth.
  • Ability to manage performance fairly and constructively, including difficult conversations.

Technical Proficiency

  • Customer Mastery: A “customer‑first mindset” with a deep understanding of the full customer journey.
  • Problem Solving & Escalation Management: Ability to handle complex complaints and operational issues with composure and initiative.
  • Operational Excellence: Strong time management, multitasking ability, and attention to detail in a fast‑paced environment.
  • Data‑Driven: Comfortable with performance metrics, reporting tools, and using data to drive decisions.

Behavioral Values

  • Passion & Resilience: A “Love the Journey” leading by example, staying calm under pressure.
  • Ownership: Full accountability for team results, going beyond expectations to deliver excellence.
  • Social & Environmental Impact: Embedding a “tread thoughtfully” ethos within the team and customer interactions.
  • Innovation: Encouraging creative problem‑solving and continuous improvement across processes.
  • Emotional Intelligence: High self‑awareness, strong conflict resolution skills, and the ability to build trust across all levels.

Language Requirements

Candidates must be fluent in German and English, with strong written and verbal communication skills in both languages. Additional European languages are an advantage.

Requirements

  • Experience: Minimum 4–5 years in customer‑facing roles, with at least 3 years in a team lead or senior support position.
  • Technical Skills: Proficient in Zendesk, CRM platforms, live chat, booking systems, and the MS Office suite.
  • Leadership Skills: Demonstrated experience managing or mentoring customer support teams, including performance management.
  • Core Competencies: Strong empathy, resilience under pressure, and the ability to prioritize and multitask effectively.
  • Communication: Highly articulate, confident communicator — both written and verbal, capable of engaging with customers, peers, and senior stakeholders.
  • Location: Living in the Lisbon area and available for hybrid setup.

Compensation and Benefits

  • Salary: Competitive salary commensurate with experience.
  • Health Benefits: Paid by the Company after the trial period.
  • Meal Allowance: paid on a card.

Other Perks

  • Health & Wellness Programme
  • Company-sponsored events & team-building experiences

#J-18808-Ljbffr

Source ⇲

Apply for job