Customer Care Team Leader Nordics - Lisboa

apartmentAdecco placeLisbon calendar_month05/05/26

As a Customer Service Team Leader for the Nordic markets, you'll be responsible for leading and developing a team of Nordic-speaking Customer Service Representatives supporting international brands. The role ensures excellent customer experience delivery across phone, email, and chat while meeting all performance, quality, and client KPIs.

Key Responsibilities ⬛ Lead, coach, and motivate a team of Nordic-speaking Customer Service Representatives; ⬛ Monitor and manage team performance against KPIs (quality, productivity, CSAT, adherence); ⬛ Provide regular feedback, coaching, and performance reviews; ⬛ Manage customer escalations related to online purchases, orders, and product inquiries; ⬛ Ensure compliance with operational processes and quality standards; ⬛ Collaborate with Quality, Training, and WFM teams to drive continuous improvement; ⬛ Support onboarding, training, and development of new hires; ⬛ Act as the main operational contact between agents and management.

Profile & Requirements ⬛ Previous experience as a Team Leader / Supervisor in a Customer Service or BPO environment; ⬛ Native or C2 level Norwegian, Finnish, Danish or Swedish; ⬛ Good level of English for internal communication and reporting; ⬛ Strong leadership, communication, and people management skills; ⬛ Results-oriented, customer-focused, and proactive approach.

What We Offer ⬛ Competitive salary package; ⬛ Meal allowance; ⬛ Performance and language bonus; ⬛ Certified training and long-term employment contract; ⬛ Multicultural and international work environment; ⬛ Career progression opportunities; If you'd like to learn more about this role, make sure to apply to the role!

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