Customer Support Team Manager (Remote in Portugal), Albufeira Albufeira

Customer Support Team Manager (Remote in Portugal), Albufeira
Albufeira
Albufeira, Portugal

Customer Support Team Manager (Remote in Portugal), Albufeira

Client:

Otonomee

Location:

Portugal

Job Category:

Other

EU work permit required:

Yes

Job Reference:

1a30b71f99f0

Job Views:

8

Posted:

23. 01. 2025

Expiry Date:

09. 03. 2025

Job Description:

About The Role

This is a permanent,
-
- home role open in Portugal. The successful candidate will need to be based in Portugal.

Salary: The annual gross salary for the role is €22, 000 (inclusive of 2 Holiday allowances). You will also receive €20 per month for internet allowance and a meal allowance of €7. 63 per working day.

Schedule: Candidates should be available to work on an 8-hour shift basis scheduled between Monday to Sunday (40 hours per week), noon to midnight.

Successful candidates will be leading a team providing customer support for our partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track health metrics.

Responsibilities:

• Oversee daily operations, coach and mentor team members, and drive performance to meet or exceed established goals and metrics.
• Work as part of the Operational management team and be a key point of contact for
  -
  - day operations.
• Foster a culture of accountability, collaboration, and continuous learning within your team.
• Acquire and transfer knowledge of tools and workflow processes, ensuring team members are fully briefed on new information.
• Assist in developing and streamlining procedures, implementing process or system changes that drive efficiencies and improvements.
• Coach, motivate, reward, counsel, and assist in performance management through meetings and feedback.
• Ensure compliance guidelines are followed, identify gaps in knowledge articles, and address those gaps.
• Monitor, establish, and analyze performance trends to drive improved performance.
• Ensure service level targets are monitored and managed effectively.
• Drive the escalation process to identify potential issues affecting operations and propose resolutions.
• Implement and facilitate personal and professional development of your team.
• Resolve complex problems, questions, or complaints; direct unique problems to the appropriate person.
• Provide
  - level customer service and/or technical support.

The Recruitment Process:

Our recruitment process is in 3 stages:

• 30 min Teams interview with the Recruitment Team
• Language test if applicable to the role
• 45 min Teams interview with the Hiring Team

Your Profile:

• Minimum of 2 years’ Team Management experience in a BPO/Contact Centre environment.
• Competent in providing
  - level support to both team members and customers.
• Demonstrated initiative with the ability to plan and prioritize tasks.
• Organized, methodical, and rigorous.
• Strong
  - solving skills with the ability to identify key issues and provide effective solutions.
• Team player able to develop great relations with all internal teams.
• Growth mindset and proactive,
  - motivated individual.
• Remote working experience and capabilities.
• English proficiency & comprehension (spoken and written).

Why Us?

What you get in return:

• Fully Remote work based in Portugal
• A competitive salary
• €20 monthly internet allowance and meal allowance of €7. 63 per working day
• Equipment provided
• Home office allowance
• A Buddy on joining
• Online Gym and Wellbeing Studio
• Opportunities for professional growth
• Fun company events and team outings
• Autonomy and Responsibility
• An Oura Ring to better understand the product.

About Us:

Otonomee is a
- built, fully remote BPO founded in 2020, headquartered in Ireland, providing premium customer support to innovative brands in various sectors. We are a Certified BCorp since 2023, promoting equality, diversity, and inclusion in the workplace.

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