Customer Care Team Leader Nordics - Lisboa

As a Customer Service Team Leader for the Nordic markets, you'll be responsible for leading and developing a team of Nordic-speaking Customer Service Representatives supporting international brands. The role ensures excellent customer experience delivery across phone, email, and chat while meeting all performance, quality, and client KPIs.

Key Responsibilities

⬛ Lead, coach, and motivate a team of Nordic-speaking Customer Service Representatives;
⬛ Monitor and manage team performance against KPIs (quality, productivity, CSAT, adherence);
⬛ Provide regular feedback, coaching, and performance reviews;
⬛ Manage customer escalations related to online purchases, orders, and product inquiries;
⬛ Ensure compliance with operational processes and quality standards;
⬛ Collaborate with Quality, Training, and WFM teams to drive continuous improvement;
⬛ Support onboarding, training, and development of new hires;
⬛ Act as the main operational contact between agents and management.

Profile & Requirements

⬛ Previous experience as a Team Leader / Supervisor in a Customer Service or BPO environment;
⬛ Native or C2 level Norwegian, Finnish, Danish or Swedish;
⬛ Good level of English for internal communication and reporting;
⬛ Strong leadership, communication, and people management skills;
⬛ Results-oriented, customer-focused, and proactive approach.

What We Offer

⬛ Competitive salary package;
⬛ Meal allowance;
⬛ Performance and language bonus;
⬛ Certified training and long-term employment contract;
⬛ Multicultural and international work environment;
⬛ Career progression opportunities;

If you'd like to learn more about this role, make sure to apply to the role!