Junior Team Leader Customer Support German

Msida - Malta

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

We are recruiting a German-speaking Junior Team Leader to support operational performance within a dynamic content moderation and customer support environment. Reporting to the Assignment Manager you will oversee a team of approximately 20 agents ensuring service delivery meets agreed quality and performance standards.

This role requires a hands-on leader who can balance operational targets with team development while maintaining high client satisfaction.

Responsibilities:

Assist the Assignment Manager in maintaining agreed service levels and quality standards.
Monitor team productivity and quality output providing coaching and constructive feedback where necessary.
Act as a point of support for team members regarding daily queries escalations and workflow challenges.
Ensure accurate interpretation and application of client policies and internal guidelines.
Review user-generated content (images accounts text) including potentially sensitive material and make informed moderation decisions.
Identify recurring trends user behaviour patterns and potential improvement areas sharing insights with management.
Escalate policy breaches and suspected fraud cases through established internal processes.
Contribute to workflow optimisation and continuous operational improvements.
Collaborate with internal stakeholders and client representatives to maintain strong working relationships.
Support onboarding training and knowledge sharing initiatives within the team.
Adapt to different workflows markets and client requirements as needed.

Requirements:

Previous experience leading or supervising teams in a customer service or call centre environment.
Native or bilingual German with strong command of English.
Good computer skills particularly Microsoft Excel.
Strong interpersonal and communication skills with the ability to motivate and guide a team.
Interest in coaching feedback delivery and team development.
Understanding of online platforms publication policies or digital marketplaces is an advantage.
Willingness to work on a shift basis including weekends.
Previous exposure to content moderation online services or customer support is considered a plus.
Police conduct certificate required.

Work from home hybrid set up
Possibility to extend leave while working from abroad within EU (up to 2 weeks)
Team Performance Bonus received twice a year based on team performance
Development and Career Opportunities
Free transport to the office from certain areas in Malta
Free Private Health Insurance cover (after probationary period)
Free annual eye test
Discounts for Gym Membership Taxi Services
Free English Course
Work from home allowance

This role requires a hands-on leader who can balance operational targets with team development while maintaining high client satisfaction.

Responsibilities:

Assist the Assignment Manager in maintaining agreed service levels and quality standards.
Monitor team productivity and quality output providing coaching and constructive feedback where necessary.
Act as a point of support for team members regarding daily queries escalations and workflow challenges.
Ensure accurate interpretation and application of client policies and internal guidelines.
Review user-generated content (images accounts text) including potentially sensitive material and make informed moderation decisions.
Identify recurring trends user behaviour patterns and potential improvement areas sharing insights with management.
Escalate policy breaches and suspected fraud cases through established internal processes.
Contribute to workflow optimisation and continuous operational improvements.
Collaborate with internal stakeholders and client representatives to maintain strong working relationships.
Support onboarding training and knowledge sharing initiatives within the team.
Adapt to different workflows markets and client requirements as needed.

Requirements:

Previous experience leading or supervising teams in a customer service or call centre environment.
Native or bilingual German with strong command of English.
Good computer skills particularly Microsoft Excel.
Strong interpersonal and communication skills with the ability to motivate and guide a team.
Interest in coaching feedback delivery and team development.
Understanding of online platforms publication policies or digital marketplaces is an advantage.
Willingness to work on a shift basis including weekends.
Previous exposure to content moderation online services or customer support is considered a plus.
Police conduct certificate required.