Operations Team Lead (german - speaking)

Operations Team Lead

Are you a leader who is tired of the rigid, metric-obsessed BPO world?

We are Batmaid, a Swiss-based scale-up that recently launched our in-house Customer Service hub in Lisbon. We are not an outsourcing agency. When you join us, you work directly for our brand, leading a team that supports our own clients and our dedicated cleaning agents (our Batmaids). We are looking for a leader who wants to move away from managing numbers and start leading people in a high-growth, entrepreneurial environment.

The Opportunity

We are looking for a hands-on Operations Team Lead who is fluent in German and English. In this role, you will lead, mentor and grow a multilingual team, but you will also stay close to the action, solving complex operational puzzles and refining our processes. If you are a resilient leader who values stability and transparency, you'll find your home at Batmaid.

Our Offer

• Stability & Trust: You receive a permanent contract and full pay from your very first day.
• Attractive Package: A competitive base salary supplemented by a performance bonus.
• Full Benefits: Private health insurance, transportation allowance and a meal allowance (meal card).
• Hybrid Flexibility: Once onboarding is complete and your team set, we offer a hybrid work model to ensure you have the flexibility you need.
• Prime Location: Our modern hub is located at Sete Rios, perfectly connected by train, metro and bus.
• Impact & Ownership: As a key leader in our Lisbon hub, you'll ensure our standards are met daily while having the autonomy to identify gaps and refine our processes as we scale.

Your Mission

• Empower & Lead: You lead, coach and develop a multilingual team of agents, ensuring they have the tools and support to succeed. You aren't just a supervisor; you are a mentor.
• Drive Operational Excellence: You monitor ticket flows and scheduling, ensuring we always deliver Swiss-quality service. You use your analytical mindset to spot trends and suggest improvements.
• Be the Bridge: You act as the escalation point for complex cases, handling them with empathy and professionalism. You also coordinate with our remote senior management and HR/IT team.
• Optimize the Journey: You maintain our SOPs and knowledge base, ensuring our processes stay lean and effective as we grow.