Job Title: Customer Service Team Leader
Location: Pristina, Pristina, Kosovo
Contract Type: Permanent

Company Description:

• Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.
• We are specialists in:
  • Microsoft Modern Work
  • Cybersecurity
  • Contact Centre Technology
  • Mobile Solutions
  • Communications & Connectivity
• With nearly 15,000 customers, there is significant opportunity to introduce clients to Babble's full suite of solutions.

Job Description:

• Join our dynamic team as a Customer Experience Team Leader. The Team Leader will work closely with the Senior Customer Experience Manager to lead, develop, and support a team of Customer Experience Executives to deliver an exceptional customer experience across assigned accounts.
• The role ensures a seamless end-to-end customer journey from initial request to case closure while driving continuous improvement, customer advocacy, and operational excellence. The Team Leader will act as an escalation point, coach, and performance driver to ensure SLAs, CSAT targets, and quality standards are consistently achieved and exceeded.

Accountabilities and Deliverables:

• Lead, support, and develop a team of Customer Experience Executives through regular 1:1s, coaching, and performance management.
• Monitor daily performance and team workload against KPIs including CSAT, First Contact Resolution, SLA adherence, case quality, and retention.
• Drive a culture of accountability, customer advocacy, and high performance within the team.
• Provide guidance and support on complex or high-risk customer cases, acting as an escalation point.
• Ensure consistent quality of communication and case handling across all team members.
• Ensure customer contact details and case information are consistently updated within the CRM system.
• Ensure compliance with all regulatory requirements and internal processes.
• Identify trends in customer issues, feedback, or operational blockers, and work cross-functionally to address root causes.
• Recommend enhancements to processes, communication standards, or customer journey touchpoints.
• Support the rollout of new CX initiatives, systems, and best practice frameworks.

Core Competencies:

• Strong leadership, coaching, and mentoring abilities.
• Ability to build and maintain strong relationships while nurturing internal collaboration.
• Advanced understanding of CRM tools and customer interaction tracking.
• Excellent written and verbal communication skills, with a strong customer-centric approach.
• Ability to champion customer advocacy and drive improvements to the brand experience.
• Strong organisational and prioritisation skills, with the ability to manage team workload efficiently.
• Comfortable working in a fast-paced environment and owning problems through to resolution.

Skills and Qualifications required:

• Proven experience leading a customer service or customer experience team.
• Strong customer focus with a track record of improving satisfaction and performance.
• Minimum 3 years’ experience in a customer service, customer experience, or similar role.
• Excellent stakeholder management capabilities.

Key Performance Indicators:

• Team engagement & performance outcomes.
• Customer retention rate.
• First contact resolution.
• Internal and external SLA measures.
• CSAT performance.
• Case quality.

Additional Information:

• The recruitment journey will consist of a screening call, followed by an interview and possibly a follow-up interview and competency testing depending on role requirements.
• Direct Candidates Only.