Job Title: Team Lead – German Operations / Customer Support / Client Services

Location: Jaipur

Job Type: Full time

Responsibilities

- 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.
- 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.
- 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.

Qualifications

- Language & Communication
- German: Native or C1/C2 level proficiency (written and spoken) is mandatory.
- English: Business fluent (written and spoken).

Experience

- 3+ years of total experience in customer support, operations, or client-facing roles.
- 1.5 years – 2+ years of proven leadership experience as a Team Lead.
- Prior experience dealing with clients/customers in the German Process.

Required Skills

- 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).
- Solid time-management and multi-tasking abilities in a fast-paced environment.

📌 Team Lead – German Operations / Customer Support / Client Services (Jaipur)
🏢 Digivance Solutions
📍 Jaipur