David Kennedy Recruitment partnered with a renowned Business Process Outsourcing (BPO), specializing in supporting high-growth and disruptive companies, to find a Tech Support Team Leader for their offices in Lisbon.

Position: Tech Support Team Leader

Location: Lisbon, Portugal

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• Lead, support, and motivate a team of technical support specialists.
• Oversee daily operations to ensure service metrics (e.g. response times, resolution rates, customer satisfaction) are consistently met.
• Serve as the escalation point for complex technical issues related to software, hardware, or product usage.
• Conduct regular team coaching sessions and one-on-one meetings to enhance performance and skill development.
• Work closely with training and quality assurance teams to identify performance gaps and implement process improvements.
• Prepare and deliver performance reports and insights to management.
• Promote a culture focused on customer satisfaction, quality, and continuous improvement.

REQUIREMENTS:

• Native/fluent in German (C1), with strong written and oral skills, as well as proficiency in English (at least B2)
• Prior experience in a supervisory or team leadership role within a technical support or customer service environment.
• Familiarity with technical products or solutions (e.g. consumer electronics, software platforms, or related industries) is a plus.
• Demonstrated ability to manage team performance and drive engagement.
• Strong interpersonal, communication, problem-solving, and organizational skills.
• Willingness to work flexible hours, including evenings and weekends if required.

OFFER:

• Lunch vouchers 10,20 EUR per day.
• 40 EUR transportation allowance or company shuttle.
• Additional birthday day off. 
• Guidance and tools to reach career potential.