Customer Service Team Leader

We are looking for a Customer Service Team Leader to step up internally and become the driving force behind a passionate team.

Here,
“Unbox power” means empowering each team member to take ownership of their work and decisions, balancing day-to-day operations with strategic thinking. You will lead with empathy and courage, conducting regular feedback sessions and 1:1s to support your team's personal growth — “Unbox your best self”. You will create a positive, inclusive, and high-performing environment — “Be the companion” — ensuring our customers feel heard, valued, and delighted. We are looking for someone ready to handle escalations with creative problem-solving — “Unbox the unexpected” — and implement process improvements that elevate both efficiency and the overall experience — “Unbox the real world”.

🚀 Key Responsibilities:

• Team Leadership & Development: Lead, coach, and inspire your team. Empower members to take ownership and conduct regular feedback sessions to foster a high-performing, inclusive environment.
• Customer Experience Excellence: Monitor and maintain exceptional service levels. Handle escalations with empathy and translate customer feedback into actionable insights to improve service delivery.
• Operational Efficiency: Manage scheduling, workload distribution, and team KPIs. Collaborate with other market leaders and cross-functional teams to streamline workflows and implement process improvements.
• Culture & Engagement: Champion our core principles across the market team. Promote connection through open communication, recognition, and shared purpose, while representing your team’s voice and needs to management and the People team.

👤 Who are we looking for? As this is an internal opportunity, we are looking for a dynamic professional who already lives our DNA and is ready to transition into a leadership position, driven by a passion for both people development and customer satisfaction.

• Empathetic Leadership: A courageous approach to guiding individuals, supporting them to reach their full potential while maintaining team well-being.
• Strategic & Operational Balance: Ability to manage daily workloads and KPIs while maintaining a forward-looking vision for workflow optimization.
• Creative Problem Solving: Resilience and agility in handling escalations and translating customer challenges into systemic improvements.
• Advocacy & Communication: A transparent communicator who builds trust, fosters team connection, and effectively aligns the team's needs with broader company goals.

Continue your journey with us and… be the companion, unbox the real world!