German - Team Lead

Job Description: German Team Lead
Job Title: Team Lead German Operations / Customer Support / Client Services
Location: Jaipur
Job Type: Full time

Job Summary
We are seeking an experienced and bilingual German Team Lead to oversee our daily operations, drive team performance, and ensure exceptionally high service delivery for our German-speaking clientele.
In this role, you will lead, mentor, and empower a team of German language specialists. You will bridge the gap between higher management, internal teams, and clients while maintaining
operational excellence, meeting SLAs, and fostering a collaborative, high-performance culture.

Key Responsibilities

1. Team Leadership & People Management
   Lead, motivate, and manage a team of German-speaking customer service or operational representatives.
   Conduct regular 1-on-1 meetings, performance reviews, and coaching sessions to support team growth.
   Handle recruitment, onboarding, and training of new team members in alignment with company standards. Foster an inclusive, positive, and accountable team environment.

2. Operations & Quality Management
   Monitor team performance, daily workflows, schedules, and resource allocation to meet KPIs and SLAs.(CSAT, Shrinkage, Attrition)
   Perform quality audits on communications (calls, emails, chat) in German to ensure brand consistency and standard compliance.
   Identify operational bottlenecks and implement process improvements.
   Serve as the primary point of escalation for complex client issues requiring native/near-native German fluency and high-level problem-solving.

3. Stakeholder & Client Communication
   Maintain fluent, professional communication in both German (C1/C2) and English.
   Prepare and present weekly/monthly operational reports to senior management and key stakeholders.

Key Requirements & Qualifications
Language & Communication
German: Native or B2, B2.2 & C1level proficiency (written and spoken) is mandatory.
English: Business fluent (written and spoken).
Experience 5-6+ years of total experience in customer support, operations, or client-facing roles.
2+ yrs - 3+ years of proven leadership experience as a Team Lead.
Prior experience dealing with clients/customers in the German Process.

Skills & Competencies
Strong leadership, conflict resolution, and people management skills.
Excellent data analytical skills with the ability to translate operational metrics into actionable insights.
Proficiency with CRM systems ( Zendesk,) and team collaboration tools (e.g., MS Office, Slack, MS Teams).
Strong time-management and multi-tasking abilities in a fast-paced environment.