Operationnal Team lead Customer Care - German Market
Agicap
Customer Service
Lisbon, Portugal
Posted on Sep 18, 2025
About the role:
As Operational Team Lead Care for the German market, you will play a vital role in driving operational excellence and the quality of customer support for our Key Accounts/Strategic clients and SMEs. You will manage and coach a team, define and track objectives, and drive the continuous improvement of our Care operations.
🎯 Drive Performance
- Monitor and ensure the daily achievement of key KPIs (response time, resolution rate, customer satisfaction, quality score, etc.) and turn them into concrete action plans.
- Define (monthly) objectives for your team and each team member, and set up regular follow-up meetings to guarantee operational excellence.
- Conduct weekly performance reviews, provide individual coaching, and manage the pipeline to ensure objectives are reached and your team is growing in its capabilities.
- Structure and animate rituals and routines to drive a high-performance, continuous improvement culture.
👥 Team Management
- Recruit and onboard your team members in collaboration with the Talent Acquisition team.
- Lead, coach, and set objectives for growing team of 4 people
- Foster a stimulating, demanding, and caring work environment that values performance and personal development.
🛠️ Optimize Processes
- Diagnose pain points for both customers and team members, propose pragmatic solutions, and implement process improvements.
- Identify friction points, pain points, or inefficient processes, and propose concrete solutions to enhance efficiency, quality, and team engagement.
🗣️ Be the Customer’s Voice
- Act as an ambassador for German customers within the company, ensuring their feedback is heard and taken into account at all levels of the organization.
- Detect weak signals and trends to anticipate customer needs and improve our services.
🤝 Cross-functional Collaboration
- Work closely with other teams: Care Team Leads, Customer Success Tech, Account Managers, Onboarding and - Support teams to coordinate and assess needs.
- Ensure regular reporting to your manager (Head of Care, Lisbon-based) to guarantee a smooth transition and be fully autonomous in your scope.
Core competencies
- 🗣 You speak fluent German and English – this is essential for our international growth.
- 🧰 You are comfortable with CRM/helpdesk tools (Intercom, Gainsight, etc.) and with data visualization tools (Looker, etc.).
- You have good knowledge of the basics of finance and cash management, allowing you to understand the product and support your team in assisting with customer requests.
- 💼 You have +2 years experience in BtoB support (ideally in a fintech), including at least 1 year supervising a team. You have proven expertise in managing and optimizing the user experience.
- 🚀Excellent communication and leadership skills.
- 🤝 You know how to combine strategic vision and operational execution, with strong agility, good business sense, and a collaborative mindset.
