CS Team Lead (German / French)

About the Company

Our client, a Fintech company, is looking for a candidate for the position of CS Team Lead, based in Paris, France or Berlin, Germany.

Job Responsibilities

• Manage and lead a multilingual customer service team, ensuring alignment with company goals and maintaining high team performance.
• Provide coaching, guidance, and performance feedback to team members to foster a positive and productive work environment.
• Monitor daily operations, track performance metrics, and ensure service level agreements (SLAs) are consistently met.
• Identify and address operational inefficiencies to enhance customer satisfaction and team productivity.
• Collaborate with internal departments, including product, operations, and process optimization teams, to refine workflows and improve customer support processes.
• Contribute to product enhancements based on customer feedback and recurring support issues.
• Analyze customer feedback and identify opportunities to enhance the quality of customer service delivery.
• Ensure team members are well-informed about product updates, policies, and procedures.
• Leverage knowledge of cryptocurrency or financial services to address customer needs effectively and support the team in handling industry-specific inquiries.

Job Requirements

• Proven experience in managing customer service teams, including hands-on leadership of frontline staff.
• Demonstrated ability to collaborate with internal teams on process and product optimization initiatives.
• Strong preference for candidates with cryptocurrency experience.
• Banking or financial services experience will also be considered, especially with a demonstrated interest in cryptocurrency.
• Fluency in German/French and English is mandatory.
• Excellent interpersonal and communication skills with the ability to lead, motivate, and manage a team effectively.
• Strong analytical and problem-solving skills to improve processes and resolve complex customer issues.
• Experience as a trader or personal involvement in cryptocurrency is an advantage.
• Familiarity with customer service tools, ticketing systems, and best practices in customer support.

Why Join Us?

• Work in a fast-paced, innovative industry with growth potential.
• Lead a diverse, multilingual team passionate about delivering exceptional customer service.
• Competitive salary and professional development opportunities.