Customer Services Team Lead

About the role

Lead the customer services team and drive digital transformation projects across Turkey and international markets, ensuring excellent customer experiences.

Key responsibilities

• Design and manage customer service digitalization projects for Turkey and 10+ international markets.
• Monitor the voice of the customer and implement smart solutions to improve channel experience.
• Oversee integration of products, projects, and workflows to enhance customer experience across service channels.
• Collaborate with various departments to implement customer‑centric projects.
• Conduct market searches for potential solution partners worldwide and manage partner selection, KPI monitoring, and contract compliance.

Required profile

• Minimum 5 years of sector experience.
• Minimum 2 years of team, project, and channel management experience in customer service.
• Proactive, result‑oriented, and detail‑focused.
• Strong coordination, communication, and representation skills.
• Advanced decision‑making, analytical, and problem‑solving abilities.
• Advanced written and spoken English.

Required skills

• CRM applications
• Digital products
• Data analysis and reporting