Team Leader

What you will do :

Animate your team on a daily basis and coordinate its activities (planning, staffing …) ;
Support your team in the management of customer requests (management of complex cases, coordination with other departments …) ;
Participate in recruitments, organize the onboarding of our newbies and contribute to the development of their skills ;
Identify individual or collective support needs and set up associated action plans ;
Manage the main KPIs of your team (productivity, quality, customer satisfaction) ;
Lead all the management and HR processes of your team (performance review, personal development plan).

You are in the right place if :

You have a solid experience in Customer support, a strong leadership, and you have already managed a customer service team ;
You are details-oriented ;
You are recognized for your pedagogy : you like to explain things in a simple way, to share as much information as you can, and you’re satisfied when you make people around you improve themselves.
And it’s a plus if :

You like and have management projects experience.
At Lydia, we believe that diversity is a strength. Diversity is part of our culture and identity. We want to create an inclusive culture where all forms of diversity are seen as a real value to the company. Lydia is therefore proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, physical characteristics (size, weight … ).age, status as an individual with a disability, genetic information, or other applicable legally protected characteristics.

Recruitment Process :

Phone interview with a Talent Acquisition Specialist
Home-assignment
Interview with a Care Team Lead
Interview with our Head of Customer Care