Introduction This role is an unique opportunity to join the Italian customer care team in one of Europe's most ambitious and fast-growing hosting companies, team.blue, with more than 2.5M customers. You will be part of our Technical Support team of the local brand, Register.it, and work closely with the other teamleaders of the Customer Care teams. Please note that this position is in hybrid mode with around 1-2 days in the Bergamo office per week and the other working remotely. Role: - Provides encouragement to team members, including communicating team goals - Assists management with hiring processes and new team member training - Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines - Oversee day-to-day operations, observe advisor´s performance and adherenceto the plan - Identify training needs and coordinate planning and implementation of respective training in alignment with Customer Care colleagues locally and globally - Ability to de-escalate and resolve customer´s complaints in an effective manner - Ensure frictionless operations by providing high reachability and accessibility to team members, to support in case of complex questions, escalations, technical issues, or any kind of disruption - Identify continuous improvement of work processes by proactively suggesting changes, performing pilots, and supporting or driving the implementation Requirements: - 2 years of experience, preferably in a contact center - Demonstrated leadership experience through direct or indirect leadership responsibilities - Excellent customer service, communication, and organizational skills. - Good leadership skills. - Advanced knowledge of web services - good English knowledge Qualifications: - No specific requirements, relevant qualifications welcomed Other to know - Replacement for maternity leave Workplace: Bergamo, Italy