Coordinate the daily operations of the Technical Support team, ensuring proper task allocation, smooth case handling and timely resolution of customer issues
Support and guide team members through daily communication, coaching, feedback, knowledge sharing and follow-up on individual performance
Act as the first escalation point for complex, urgent or sensitive technical customer cases, ensuring professional and effective resolution
Monitor team KPIs and service quality, identifying performance gaps and proposing actions to improve customer experience and operational efficiency
Contribute to continuous improvement, by identifying recurring issues, sharing product/customer feedback with internal stakeholders and supporting the implementation of new processes and best practices
Customer orientated
Very good people management and interpersonal skills
Excellent organizational and leadership skills with a problem solving ability
Positive and patient
Willingness to change cultures and inspire people
Adaptability to changing conditions, work priorities and organizational needs

Minimum 2 years of experience in an inbound/outbound Contact Center or Technical Support environment, ideally in a Team Leader, Senior Agent, SME or Escalation Specialist role
Strong customer-oriented mindset, with focus on service quality, timely resolution and positive customer experience
Good understanding of Contact Center KPIs, such as NPS/CSAT, First Time Fix, First Contact Resolution, Abandoned Call Rate, Repeat Contact Rate, AHT and SLA
Strong people management, coaching and interpersonal skills, with the ability to guide, support and motivate team members
Excellent organizational, planning and problem-solving skills, with the ability to prioritize tasks and handle escalated cases effectively
Ability to collaborate with internal and external stakeholders, share customer/product feedback and support process improvements
Adaptability to changing priorities, procedures and business needs
Positive, patient and solution-oriented attitude, with willingness to promote teamwork and continuous improvement

💼 Competitive compensation & benefits package
💰 Performance-based bonus scheme
🧑‍⚕️ Comprehensive life & health insurance
🏡 Flexible hybrid working model – to support your work-life balance
🧡 Psychological support via a professional helpline for you and your family
🚀 Career growth opportunities in a role that evolves with you
🎉 Valuable experience in a well-known and fast-growing organization
📚 Continuous learning and upskilling through tailored programs
🏃🏽‍♂️ Employee Wellness Program – office Pilates & sports teams (padel, football, volleyball & more)
🚗 Alternative transportation with company shuttle buses to our offices
📲 Exclusive access to our employee app, OrangeGen, packed with tools, news & perks

Contact Center Technical Support Team Leader

Key skills