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job details

summary

job details

  • key responsibilities

    Responsibilities:



    • Lead, coach, and mentor a team of German agents to achieve high performance and deliver exceptional service.

    • Set clear performance goals, provide constructive feedback, and conduct regular performance evaluations to foster individual and team development.

    • Enforce community guidelines and platform policies with accuracy and consistency, handling escalated content moderation cases and analyzing trends to identify areas for improvement.

    • Ensure the team provides high-quality customer support across all channels, managing support workflows, resolving complex customer issues, and implementing strategies to optimize service delivery.

    • Oversee and maintain the quality of German language moderation and customer support, ensuring linguistic accuracy, cultural sensitivity, and adherence to brand standards.

    • Identify areas for process improvement, implement efficient workflows, and leverage technology to enhance team productivity and effectiveness.

    • Track key performance indicators (KPIs) related to team performance, moderation accuracy, and customer satisfaction, analyzing data to identify trends and providing comprehensive reports to management.

  • skills

    Requirements:



    • Fluent in German (C1 level minimum) and residing in Lisbon, with availability for daily office work (Sete Rios).

    • Good English skills.

    • Analytical and critical thinking skills, solution-oriented.

    • Empathy and customer service excellence.

    • Previous experience in a call center environment. Applications without this experience will not be considered.

    • Valuable: Experience in Team Leader and/or Trainer roles.

    • Minimum: High-school diploma.

    • Must hold EU citizenship or a valid work permit for Portugal (residence card).

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