Customer Support Team Leader (Italian Speaker)

About the role

We are looking for a dynamic Customer Support Team Leader who is fluent in English and Italian to manage a group of support representatives in our Athens office. The role focuses on driving performance, ensuring high service quality, and fostering a collaborative team environment.

Key responsibilities

• Lead, motivate and support a team of customer support representatives to meet performance and quality targets.
• Monitor daily operations, ensuring service levels, productivity and customer satisfaction goals are achieved.
• Provide regular coaching, feedback and conduct performance reviews.
• Analyze team metrics, identify improvement opportunities and implement action plans.
• Collaborate with internal stakeholders to optimise processes, workflows and the overall customer experience.
• Ensure compliance with company policies, procedures and service standards.
• Prepare weekly and monthly business review reports (WBRs, MBRs).

Required profile

• Fluent in English and Italian, both written and spoken.
• Previous experience in customer support, contact‑center operations or similar environments.
• Prior experience in a team‑leader, supervisor or people‑management role; experience in training or quality is also considered.
• Strong leadership, coaching and communication abilities.
• Excellent organisational skills and attention to detail.
• Ability to work on‑site in Athens.

Required skills