Customer Service Team Leader

Team Leader

We are looking for a committed and driven Team Leader to guide our team in a culture of high performance, collaboration, and continuous improvement. The successful candidate will be responsible for leading the team through daily operational processes, developing team members' skills, and delivering on business objectives. This role combines hands-on team support with strategic planning, performance monitoring, process optimization, and close collaboration with cross-functional departments.

Key Responsibilities:

1. Lead, motivate, and develop the team, fostering a culture of ownership, accountability, and collaboration.
2. Plan and organize team workload to ensure optimal use of resources.
3. Oversee the quality and timeliness of front- and back-office processes.
4. Monitor team performance, provide constructive feedback, and conduct development sessions.
5. Support the team in resolving escalated customer issues, ensuring timely and satisfactory outcomes.
6. Analyze data and report on KPIs to support informed business decisions.
7. Identify process improvement opportunities and lead optimization initiatives.
8. Collaborate closely with other departments to deliver cross-functional projects and initiatives.

Experience and Qualifications:

• Minimum 2 years of experience in leading a team – either in a formal leadership role or through informal leadership (e.g., project lead, coordinator).
• Background in operational or process-driven environments (experience in customer service is a plus).
• Fluent English (C1 level) – mandatory.
• Strong analytical skills and familiarity with reporting tools (Excel, Power BI – a plus).

Soft Skills:

• Proactive, solution-oriented mindset.
• Ability to engage and inspire team members.
• High level of accountability and results orientation.
• Resilience and ability to perform under pressure.
• Strong communication skills, including in challenging situations.
• Ability to make decisions and set priorities effectively.

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply. Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.