Customer Care Team Leader

About the role

The Customer Care Team Leader oversees daily operations of the customer service department, ensuring high‑quality support and continuous improvement. The role combines people management, process optimisation and close collaboration with other internal teams.

Key responsibilities

• Handle customer requests promptly while maintaining quality and accuracy standards.
• Review feedback, generate reports on complaints and suggest product or service improvements.
• Act as liaison between customers and departments such as sales, back‑office, IT and night coordinators to resolve complex cases.
• Monitor response times, coordinate with IT on technical issues, and manage ticketing systems (JIRA, TMS).
• Lead, train and evaluate the customer care team, set KPIs, and ensure right‑person‑job fit.

Required profile

• Secondary school graduation with at least intermediate English communication skills.
• Minimum 2 years experience in fuel‑card, toll‑provider or financial digital sales environments.
• Experience with supervising or leading a team is a plus.
• Flexibility to work in a fast‑paced environment and at least three days per week on‑site.

Required skills

• Microsoft Word and Microsoft Excel.
• CRM and ticketing systems (e.g., Navision, TMS).
• JIRA for issue tracking.

What we offer

• Flexible hours, remote work option, 5 weeks vacation, 3 health days and an extra anniversary day.
• Benefit Plus package covering technology, sports, travel, health services and pension contributions.
• Referral bonus up to €1000, performance‑based bonuses and a personal learning budget.
• Volunteer day off, free anonymous psychological counseling and access to company products.
• Modern office with ergonomic furniture, free coffee, tea and fruit.