Customer Service Team Lead

Berlin, Germany
Posted 3 days ago
Main Location
Berlin, Germany
Open jobs

Driven by our team of over 300 people from more than 40 different countries, GoEuro is changing the way we travel across Europe. With GoEuro you can compare and book trains, buses and flights to anywhere in Europe with one simple search, on mobile, app or desktop. By offering transparent pricing and easy booking, GoEuro makes travel planning simple, flexible and personal.

With over 800 European transportation partners across 15 countries, GoEuro is one of Europe’s fastest growing travel companies backed by 20 million monthly users and the world’s leading tech investors.

We are now looking for the next great addition to our team as a Customer Service Team Lead.

As a Customer Service Team Lead at GoEuro you will…

  • Lead and coach your team of up to 15 customer service agents through one-to-one’s, providing development opportunities and training sessions;
  • You would describe yourself as a go-to person;
  • Take ownership of implementing process improvements and the creation of customer service SOP’s;
  • Take an active role in the recruitment of agents by conducting interviews and/or assessment centers;
  • Manage call center operations such as queue monitoring, agent availability and backlogs to ensure exceptional service;
  • Be on hand to support your team with questions and handling tricky escalations;
  • Have an interest in the travel/tourism industry;
  • Be proactive and take ownership for the product by delivering customer feedback to the right departments;

Your Profile:

  • Previous experience in a customer service leadership role;
  • Spoken and written fluency in English (additional languages would be looked upon favorably);
  • You have strong analytical abilities, working in excel does not scare you;
  • You want to work in a fast paced and ever changing environment;
  • You have great interpersonal skills - you would consider yourself a people person;
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