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Batgroup

Customer Service Manager

Lisbon , Portugal
full-time

AI overview

Lead and develop a multilingual team of customer service representatives while driving initiatives for continuous improvement and operational efficiency in a growing international company.

We’re a European international company that recently opened our new office in Lisbon. After successfully welcoming our first team members over the past few months, we’re now excited to grow further! That’s why we’re looking for a dedicated Customer Service Manager who’s fluent in English and either German or French to join our journey and help shape this next chapter with us.

You will be leading a team of dedicated Customer Service Representatives and your responsibilities will be as follows:


Team Leadership

  • Lead, coach, and develop a multilingual team of agents.
  • Set and track KPIs
  • Conduct regular performance reviews and support agent growth.

Service Quality & Escalation Handling

  • Ensure high-quality customer interactions across calls and emails/tickets.
  • Review tickets/calls for quality assurance.
  • Resolve escalated issues with professionalism and empathy.

Operations & Process Optimization

  • Oversee scheduling and ensure adequate team coverage.
  • Monitor ticket flow and implement process improvements.
  • Maintain and update SOPs and knowledge base content.

Performance & Reporting

  • Track and analyze key service metrics.
  • Provide regular reports to senior management (remote)
  • Identify trends and suggest service enhancements.

Multilingual & Cross-Functional Collaboration

  • Guarantee service consistency in English, French, and German.
  • Support internal teams with customer insights and feedback.
  • Coordinate with HR, IT, and Product teams on hiring, tools, and system updates.

Continuous Improvement

  • Drive initiatives to improve customer satisfaction and team efficiency.
  • Promote best practices and innovation in customer service delivery.

Requirements

  • Fluent German (C1) and English (C1) language skills
  • Empathetic Leadership
  • Resilience & Calm Under Pressure
  • Strong Multilingual Communication
  • Analytical & Solution-Oriented Mindset

Benefits

  • Competitive package
  • An opportunity to be part of a dynamic, international team
  • A role in a growing company with potential for career advancement
  • A supportive work environment that values collaboration and innovation
Batgroup

Here at Batgroup our objective is to become the global leading provider of the “well-being at home” with high-quality cleaning services. And with 150 employees and more than 4.000 Trusted Professional Cleaning Agents with headquarters based in Switzerland and expanding across Europe, we are making that a reality.Batgroup was created in order to reinforce our primary mission: the fight against Black Market and making sure that the cleaning industry workers have the coverage and insurance that they should benefit from. Within the Batgroup we have a variety of identities that we provide, allowing a large assortment of services from booking a cleaning through Batmaid, to hiring their house cleaning employee through Batsoft.What does it mean to work at Batgroup? You’ll be working for the cleaning industry and fighting the Black Market on as many fronts as possible. All of that, whilst being part of a dynamic workplace and working with international team members, is the kind of place where you have room to make a difference and be creative.

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