Customer Service Team Lead

Tractive is the most trusted name for keeping cats and dogs safe and healthy. The secret to our success? A team of truly unique individuals who care about each other just as much as going the extra mile for pet parents. Want to be part of our story? Check out this role and see if you’re a good match!

Your territory

As the Lead of one of our Customer Experience teams, you will:

• Lead, motivate, and mentor a diverse team to achieve and exceed customer service goals and KPIs
• Develop and implement strategic plans and initiatives to enhance the customer experience and improve team performance
• Foster a collaborative and inclusive team culture that encourages innovation and continuous improvement
• Conduct regular performance evaluations, set objectives, and provide constructive feedback to team members
• Collaborate with cross-functional teams to streamline processes and implement best practices
• Analyze customer feedback and data to identify trends and suggest improvements to products and services
• Ensure clear and effective communication within the team and with other departments to align on customer service strategies and objectives
• Bring in your fresh ideas to make Tractive better - you’ll never hear the phrase “...because that’s how we’ve always done things”
• Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level

Your profile

Key requirements:

• 3+ years of experience in a leadership role within customer service
• Experience in contact centers and managing multilingual teams
• Strong problem-solving skills and analytical thinking
• Exceptional communication skills and the ability to learn quickly
• A customer-first mindset with a proven track record of improving customer experience
• Valid Austrian work permit

Does this sound like you?

• Ready to step into a leadership role and take ownership of both a team and strategic projects
• Passionate about people management, mentorship, and helping others reach their full potential
• Able to see the big picture while also focusing on the details that drive success