Customer Service Team Leader (German-speaking)

Location: Hybrid (2 days in-office, 3 days remote) – Budapest
Schedule: Full-time, Monday to Friday 8am - 5pm 
Contract Type: Permanent About the Role: We are seeking a dynamic and experienced Customer Service Team Leader to oversee the daily operations of a high-performing customer experience team. This role is part of a newly established contact center supporting a leading global automotive brand, focused on delivering premium service and building long-term customer loyalty. As a Team Leader, you will be responsible for driving team performance, managing escalations, and ensuring service excellence. You will also play a key role in coaching and developing team members, identifying process improvements, and contributing to strategic initiatives.  

Key Responsibilities

Lead, mentor, and motivate a team of Customer Experience Specialists Monitor service levels, call flows, and schedule adherence Handle escalated customer cases and provide real-time support Collaborate with internal departments to implement updates and improvements Conduct training, performance reviews, and engagement activities Analyze trends and prepare reports for senior management Support system testing and provide feedback on technical enhancements Promote a customer-first culture and ensure compliance with service standards

 

Candidate Profile

Proven leadership experience in a customer service or call center environment Fluent in German (spoken and written); English proficiency is a strong advantage Strong communication, coaching, and team-building skills Excellent organizational and time management abilities Confident decision-maker with strong problem-solving capabilities Comfortable working independently in a fast-paced setting Technically proficient and able to multitask across systems Experienced in leading meetings, managing change, and driving performance

 

What’s Offered

All necessary equipment provided (laptop, monitor, headset, etc.) 20 days of leave + additional days based on seniority (1-10 days) Comprehensive onboarding and continuous learning opportunities Access to internal training and development programs Recognition and rewards through an employee benefits platform Participation in team events and a collaborative work culture

 

Additional Information

Initial 30 days training period: all training will be on-site - client based. Inclusive and diverse workplace culture Equal opportunity employer

 

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