German Speaking Customer Service Manager

Our client is currently looking for an experienced Team Leader to lead their German and Austrian Customer Support Team, managing a team of over 40 skilled agents.

This is an excellent opportunity for a hands-on leader with strong people management skills and experience in Customer Support or Call Centre environments within Finance, iGaming, Payments, or other regulated industries.

You will play a key role in driving team performance, supporting daily operations, and ensuring an exceptional standard of customer experience across all touchpoints. This role offers the opportunity to take ownership of a large Customer Support function, combining day-to-day team leadership with broader operational responsibilities to support the continued growth and success of the department.

• Lead, inspire, and develop a team of 40+ agents to consistently achieve performance and quality targets.
• Oversee day-to-day operations, including resource planning, scheduling, and workload management
• Provide ongoing coaching, feedback, and one-to-one performance reviews to support team growth and engagement.
• Ensure all customer interactions adhere to company standards, policies, and compliance requirements.
• Manage and resolve escalated cases with professionalism and empathy.
• Collaborate with other departments to resolve complex issues and improve service processes.
• Monitor and analyse key performance indicators (KPIs) to evaluate team results and identify areas for improvement.
• Prepare and present detailed performance reports and insights to senior management.
• Recommend and implement process improvements to boost efficiency, productivity, and customer satisfaction.
• Foster a positive, performance-driven team culture based on accountability, transparency, and continuous development.
• Take ownership of the overall performance and effectiveness of the German Customer Support function, ensuring operational targets, service levels, and team objectives are consistently achieved.
• Support management with employee performance management processes, including performance improvement plans, disciplinary actions, workforce planning, and operational decision-making.

• Proven experience leading teams of 20+ employees in Customer Support or Call Centre environments, ideally within Finance, iGaming, Payments, or other regulated industries.
• Strong understanding of collections processes and customer experience best practices.
• Excellent communication skills in both German and English.
• Demonstrated ability to motivate, coach, and develop individuals to reach their full potential.
• Confident working with CRM systems, reporting tools, and MS Office applications.
• Strong analytical and problem-solving mindset with the ability to make data-driven decisions.
• Previous experience leading Customer Support teams with responsibility for quality assurance, call monitoring, coaching, escalations management, and agent performance development.
• Experience managing larger Customer Support operations, including conducting performance reviews, handling disciplinary matters, and driving operational performance through KPIs and service metrics.