Job Title: Customer Service Team Leader M/F/XLocation: LISBOA, PT, 1050-061Contract Type: Permanent contractWork Model: HybridRECRUITMENT PROCESSMeeting within 2 to 4 weeks with our hiring officer: BelénInterview with the manager: JérômePossible meet & greet session with the team or a coworkerJOINING THE OVHcloud JOURNEYOVHcloud values the diversity of the people it hires and supports. For us, diversity means fostering a work environment where individual differences are recognized, appreciated and respected, so as to develop each person's full potential and strengths. Be free to be yourself!SUSTAINABLE DEVELOPMENT AT OVHcloud. A DEEP COMMITMENTData has a powerful impact on every aspect of our lives. It is also changing the way we think about the world, and its use reflects the kind of society we want to live in. As a major player in the tech industry, we have been doing everything in our power for over 20 years to reduce our environmental impact through industrial innovation and to guarantee an open cloud #SustainableByDesign.Do you want to contribute to unique projects and build the free cloud together? Let's go! At OVHcloud, we are driven by the same desire: to build the future together and support the freedom to innovate.Within your #OneTeamYou will be responsible for organizing and supporting your team in its day-to-day activities, in local physical presence and remote.You will deploy and manage strategy for increasing your team's technical competences within the SMB support unit.Your main responsibilities:Maintain the expected level of service and customer satisfaction, in line with defined SLA-SLO objectives.Define team objectives, monitor individual and collective performances and determine action plans.Develop your team's talents through an individual career plan.Report technical issues and anomalies to the various departments (Support-RUN Cust-RUN PU), contribute to incident/crisis management.Your future impact:In 6 months:You will actively participate in company projects and be a driving force behind continuous improvement.You will participate in the improvement of internal tools.In 1 year:You will define and manage various projects designed to improve service within support.Skills required:Your mindset is customer-oriented, and you are able to empathize and listen to customer needs.You have problem-solving skills.You are a strong team player and able to collaborate effectively with internal teams.You have strong communication skills, both written and verbal, to effectively engage with customers and internal teams.You are fluent in English / Spanish.It's a +You are fluent in French.You have experience using our internal CRM "Service now".
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