German Customer Care - Team Leader - Athens

About this role

On behalf of our client, we are looking for an experienced and dynamic German-speaking Team Leader to join their Customer Care team in Athens. In this on-site role, you will lead a dedicated team within the tourism and flight booking sector, focusing on delivering world-class service. You will be responsible for driving team performance through strategic action plans, managing KPIs, and maintaining strong client-facing relationships.

Responsibilities Lead, coach, and develop a team of customer care agents (currently ~8, with potential to expand) Monitor team performance through KPIs and implement action plans to achieve targets Maintain direct communication with the client (German-speaking only) on a daily basis Ensure high-quality service delivery and continuous performance improvement Motivate the team and foster a positive, results-driven environment Handle complex operational challenges and provide effective solutions Support onboarding, training, and ongoing coaching initiatives Requirements Fluency in German (C2) and strong English skills (C1-B2) Proven leadership experience in BPO or customer care environments Experience with KPIs, metrics, and performance management Strong communication and presentation skills Positive, proactive personality with a “make things happen” mindset Ability to work in a fast-paced and complex environment

Nice to have: Sales or cross-selling experience (e.g., insurance products) Experience in coaching methodologies and people development Familiarity with Global Distribution Systems (GDS), such as Amadeus.

Benefits Salary: Up to €1,750 gross/month (depending on experience, negotiable) Monthly ticket allowance (€100) Metro card Private life & medical insurance Potential hiring bonus Opportunity to work closely with international clients and gain strong exposure Growth potential within a developing team structure 100% on-site role Flexible working schedule (e.g., shifts between 09:00–21:00 or 11:00–19:30 depending on team needs) Possible 1 trip to Germany for training or client meetings