International Account Senior Lead

• Lead, coach, and support a team of up to 15 advisors, ensuring high levels of engagement and performance
• Facilitate regular performance reviews and structured feedback sessions using established frameworks
• Monitor real-time operations, ensuring productivity and service levels meet organisational targets
• Translate business strategy into clear actions through team briefings and process updates
• Drive key performance metrics, addressing underperformance and ensuring compliance with policies
• Analyse NPS and KPI performance, identifying gaps and delivering actionable insights to management
• Support the implementation of operational plans and continuous improvement initiatives
• Develop team capability by identifying upselling and cross-selling opportunities
• Act as a point of support for team-related matters, fostering an inclusive and collaborative environment

• Demonstrated ability to lead teams effectively within a customer care or contact centre environment
• Strong interpersonal awareness with the ability to manage people and build positive working relationships
• Effective problem-solving and analytical skills, with attention to performance data and trends
• Ability to communicate clearly and deliver value-driven solutions to customers
• Committed to continuous learning and self-development
• Experience working across multiple systems and tools in a fast-paced environment
• Fluency in German at C2 level (spoken proficiency)
• Experience of 1–2 years in a customer care environment
• Strong verbal communication, reporting, and sales skills
• Proficiency in MS Office tools is advantageous

Proficiency in MS Office tools is advantageous

• Opportunity to lead and shape high-performing international teams
• Exposure to global customer operations and cross-functional collaboration
• Continuous learning through hands-on leadership and operational excellence initiatives
• A supportive environment focused on growth, performance, and inclusion