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Posted 6 months ago
Requirements and responsibilities
We are looking for an experienced Customer Support Team Leader / Training & Quality Manager (TQM) to join our partner company.
This role combines team leadership, quality management, training, and sales oversight. You will supervise a team of agents and tutors, ensure high operational standards, monitor performance metrics, and act as the first escalation point.
If you are hands-on, confident in managing people, and comfortable stepping into frontline duties when needed - this role is for you.
Key Responsibilities
- Lead and supervise a team of dedicated customer support agents.
- Act as the first escalation point for complex cases.
- Monitor daily operations, KPIs, SLAs, and schedule adherence.
- Deliver training and coaching sessions for agents and tutors.
- Conduct quality assurance and performance evaluations.
- Oversee sales and marketing campaign performance.
- Conduct registration interviews independently (from start to close).
- Guide parents through decision-making and close service sales.
- Handle dissatisfied customers and prevent churn.
- Monitor tutoring sessions through the admin panel.
- Observe online lessons and improve teaching quality.
- Provide structured feedback and coaching to teachers.
- Support temporary teacher recruitment when needed.
- Collaborate closely with the client’s management team.
Requirements
- Proven experience as a Team Leader / Quality Manager / Support Manager.
- Strong leadership and people management skills.
- Experience in KPI & SLA monitoring.
- Hands-on training and coaching experience.
- Experience using admin panels and monitoring tools.
- Strong communication and problem-solving skills.
- Direct background in selling services with proven conversions.
- Experience conducting structured interviews.
- Confident in closing sales and addressing objections.
- Skilled in handling dissatisfied customers and retention management.
- German C1+ (mandatory).
- English B2+.
Would Be a Plus
- Experience in educational or tutoring services.
- Sales/marketing campaign monitoring experience.
Working Conditions
- Fully remote.
- Monday-Friday, 09:00-18:00 CET (1-hour break included).
- 2-month probation period.