Customer Service Team Leader
Ferryhopper
·Yesterday
- Location
- Athens, Attica, Greece
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Lead
- Experience
- 2+ years
- Source
- Workable
Description
Ferryhopper is an equal opportunity employer that welcomes diversity and is committed to inclusion in the workplace. We do not accept discrimination and harassment of any kind. This policy applies to all employment practices within our company.
The Company
Ferryhopper is revolutionising online ferry booking, aiming to change the way people travel by ferry. We are collaborating with more than 360 ferry companies across 63 countries, bringing a fresh and seamless ferry booking experience. We always strive to cater to the needs of all travellers and keep improving our services.
If you want to know more about the team, read about Ferryhopper in a nutshell.
The role
At Ferryhopper, our Customer Service team is a high-volume, fast-paced hub where no two days are the same. Our mission is vital: we guide thousands of travelers through every step of their journey to ensure a seamless experience.
We believe that exceptional service goes beyond simply resolving issues; it's about meeting customers where they are, providing support that exceeds their expectations.
We’re looking for an experienced customer service pro who is ready to lead that team. If you’ve always been the go-to person on your shift and supporting others, and you’re ready for the next step, we want to hear from you!
Responsibilities
- Run regular quality reviews and coach agents, providing clear, actionable feedback
- Hold weekly 1:1s with each agent, checking in on their metrics, blockers, and priorities
- Dig into performance data, find root causes, and build improvement plans with management
- Onboard and coach new team members alongside our training lead
- Lead by example and keep the team motivated, informed, and connected to our goals
- Jump into the Shift Supervisor rotation when needed to stay close to daily operations
- Step in to handle customer requests during peak periods
- Assist in training for each new hiring batch and keep trainers aligned on methodology and feedback
- Run regular team meetings and be the agents’ first point of contact for our culture and values