Customer Care Team Leader

On behalf of our client, we are looking for an experienced and dynamic German-speaking Team Leader to join their Customer Care team in Athens. In this on-site role, you will lead a dedicated team within the tourism and flight booking sector, focusing on delivering world-class service. You will be responsible for driving team performance through strategic action plans, managing KPIs, and maintaining strong client-facing relationships.

Responsibilities

• Lead, coach, and develop a team of customer care agents (currently ~8, with potential to expand)
• Monitor team performance through KPIs and implement action plans to achieve targets
• Maintain direct communication with the client (German-speaking only) on a daily basis
• Ensure high-quality service delivery and continuous performance improvement
• Motivate the team and foster a positive, results-driven environment
• Handle complex operational challenges and provide effective solutions
• Support onboarding, training, and ongoing coaching initiatives

Requirements

• Fluency in German (C2) and strong English skills (C1-B2)

• Proven leadership experience in BPO or customer care environments

• Experience with KPIs, metrics, and performance management

• Strong communication and presentation skills

• Positive, proactive personality with a “make things happen” mindset

• Ability to work in a fast-paced and complex environment

Nice to have:

• Sales or cross-selling experience (e.g., insurance products)
• Experience in coaching methodologies and people development
• Familiarity with Global Distribution Systems (GDS), such as Amadeus.

Benefits

• Salary: Up to €1,750 gross/month (depending on experience, negotiable)
• Monthly ticket allowance (€100)
• Metro card
• Private life & medical insurance
• Potential hiring bonus
• Opportunity to work closely with international clients and gain strong exposure
• Growth potential within a developing team structure
• 100% on-site role
• Flexible working schedule (e.g., shifts between 09:00–21:00 or 11:00–19:30 depending on team needs)
• Possible 1 trip to Germany for training or client meetings