Platform Team Leader
About the Role
Our client — a major international provider in Assistance Service — is seeking an experienced Platform Team Leader to manage day-to-day operations and lead a multilingual team delivering high-quality assistance services to their diverse customer base.
This role requires a hands-on leader with strong operational execution and leadership skills, and the ability to navigate a dynamic cross-border operational environment.
The Position
Platform Team LeaderAs Platform Team Leader, you will steer daily assistance operations, guide your team through complex customer cases, and ensure the consistent delivery of excellence across service, quality, and performance KPIs. You will foster a supportive, growth-oriented culture and maintain strong alignment with external partners and internal stakeholders.
Key Responsibilities
- Team Leadership & Daily Operations
- Lead and develop the team with a supportive, coaching-oriented leadership style
- Manage daily operations, workforce planning, and case quality
- Handle operational escalations and oversee complaint management
- Support continuous learning and development within the team
- Coordinate and constantly improve operational setup, ensuring smooth daily alignment
- Be prepared to step into client cases when necessary to maintain service continuity
- Performance & KPI Ownership
- Ensure high achievement of performance KPIs, typical for a customer-oriented platform.
- Maintain high standards in quality, efficiency, and customer satisfaction
- Ensure a low complaint rate
- Monitor and interpret dashboards to identify improvements
- Collaboration & Stakeholder Management
- Support the Platform Manager with daily activity steering
- Ensure teams understand operational procedures, processes, and product requirements
- Participate in partner-related operational discussions
- Offer insights and ideas to refine service delivery and enhance performance
- Represent the business with a professional, loyal, and solution-driven mindset
What You Bring
- Proven leadership experience in assistance, operations, customer service
- Strong crisis-management skills and proven resilience
- Experience with telephony/contact-center systems
- Understanding of routing logic, overflow mechanisms, dashboards, and KPI frameworks
- Languages
- French
- Native
- German
- Native
- English
- Fluent
- Any other languages are a plus
- What’s Offered
- A role focused on people leadership, service excellence, and operational impact
- A supportive environment that values development, trust, and teamwork
- The opportunity to influence the customer experience in a meaningful industry
- International exposure and long-term career growth possibilities
