Customer Service Team Lead

📋 Description

• Lead and manage a customer service team across London and Budapest hubs, ensuring high-quality service
• Champion a customer-first mindset and improve service quality, speed and consistency
• Oversee day-to-day workflows, capacity planning and prioritisation
• Provide frontline leadership and escalation support for operational queries
• Monitor performance, service levels and risks, addressing issues early
• Foster ownership, collaboration and continuous improvement in the team

🎯 Requirements

• Customer-obsessed mindset with a strong desire to improve empathy and consistency
• Experience leading teams in a customer-focused environment with coaching ability
• Strong judgement and ownership to balance customer needs, capacity and risk
• Continuous improvement mindset and curiosity about process/tools
• Leadership or people management experience with ability to coach and develop others
• Proactive decision-making, prioritisation and ability to drive improvements

🎁 Benefits

• Hybrid working culture: London and Budapest offices; Mon/Tue/Thu in office, Wed/Fri focus time at home
• Central London and Budapest offices and Equal Opportunity employer
• Flexible arrangements to accommodate caregiving or personal responsibilities