Customer Care Team Lead

About the role

We are looking for a Customer Care Team Lead to oversee a team of technical service representatives, maintain relationships with key customers, and act as an expert for complex queries within our logistics operations.

Key responsibilities

• Organise and supervise daily operations of the Customer Care team, ensuring smooth workflows and achievement of performance goals.
• Coordinate shipment movements, ensuring compliance with customs procedures and transport regulations.
• Collaborate with customs brokers, border authorities and other partners to guarantee seamless cargo flow and timely issue resolution.
• Set, monitor and deliver on KPIs such as efficiency, service quality and NPS.
• Oversee payment control processes and proactively prevent debt accumulation.
• Support team members with day‑to‑day challenges, providing guidance and timely intervention.
• Foster collaboration across departments and with external partners, building strong relationships.
• Lead by example, promoting company values, a positive team culture and continuous improvement.

Required profile

• 2+ years of proven leadership experience in a performance‑driven environment.
• Experience in transport or logistics operations and customer procedures is a strong advantage.
• Strong understanding of operational processes, standards, workflows and service requirements.
• Demonstrated ability to manage team performance, productivity, service quality, KPIs/SLAs and operational targets.
• Excellent problem‑solving, decision‑making and communication skills.
• Positive, proactive and adaptable mindset with openness to change and continuous improvement.
• Good command of written and spoken English.

What we offer

• Career progression opportunities with internal mobility; around 30 % of colleagues advance to new roles each year.
• Learning and development programmes, including training, mentoring, leadership development and language courses.
• Comprehensive health insurance and support for an active lifestyle, plus free fruit and snacks in office kitchens.
• Collaborative international team culture focused on teamwork, shared goals and celebration of achievements.
• Rewards and recognition such as work‑anniversary bonuses, birthday days off and access to exclusive partner discounts.