Customer Service Team Lead

About SoftCo:

SoftCo is a fast growing global Procure-to-Pay (P2P) and Accounts Payable (AP) Automation SaaS company and we are looking for motivated, dynamic and collaborative people to be part of our exciting journey. Our AI-powered Automation technology is transforming how companies manage their Procure-to-Pay processes, improving efficiency, reducing fraud and ensuring compliance.

With 34 years’ experience, SoftCo adopts a customer-centric approach and ranks highest in independent customer satisfaction surveys. We are proud that all our projects are successful, and that our market-leading technology makes a real difference to our customers and their organizations. We operate from offices in the US, Finland, UK, Kosovo and Ireland. We have over a million users worldwide including Volkswagen, Patagonia, Primark, Logitech and all 80 departments of the Finnish Government.

Customer Service Team Lead – Your role:

We are looking for a hands-on and people-focused Customer Service Team Lead to join our growing team in Kosovo. You will lead, motivate, and support our customer service team in delivering exceptional customer experiences. You will be responsible for managing day-to-day operations, resolving escalations, and driving continuous improvements in service delivery, processes, and performance metrics. Working closely with cross-functional teams, you’ll turn customer feedback into actionable insights that enhance satisfaction and support our growth. This is a great opportunity for a proactive leader who thrives in a fast-paced, collaborative environment.

Key Responsibilities:

• Lead, motivate, and coach customer service representatives to achieve individual and team goals.
• Overseeing day-to-day operations, managing team schedules, assigning tasks, and ensuring coverage during all business hours.
• Conduct regular performance reviews, provide feedback, and develop action plans to improve performance. Tracking and evaluating the performance of team members through metrics such as response times, resolution rates, and customer satisfaction scores.
• Onboard new team members, conduct training sessions, provide ongoing training for existing staff to improve their skills, and develop strategies for skill enhancement.
• Analyze customer service trends, identify areas for improvement, and implement new processes and procedures to enhance efficiency and customer satisfaction.
• Handling escalated customer service issues that frontline representatives are unable to resolve, ensuring that customer concerns are addressed promptly and satisfactorily.
• Implementing and maintaining quality assurance processes to monitor and enhance the quality of customer interactions.
• Gathering feedback from customers and team members to identify areas for improvement and to inform the development of new strategies and processes.
• Preparing regular reports for senior management detailing team performance, customer satisfaction, and areas for improvement.
• Working closely with other teams, such as delivery, customer success, and product development, to ensure customer feedback is integrated into overall business strategies.
• Proactively manage and resolve conflicts that arise during day-to-day customer service operations, whether related to service delivery, communication breakdowns, or unmet expectations, ensuring timely and professional outcomes.

Your Profile:

• Bachelor’s degree in a relevant field (e.g., Business, Finance, Computer Science) or equivalent experience.
• 3–5 years’ experience in customer service or support roles, preferably within SaaS, financial services, or tech environments, including 1–2 years in a leadership or team lead position with a focus on coaching and team development.
• Previous experience inspiring, guiding, and mentoring team members, fostering a collaborative and productive team environment.
• Strong verbal and written communication skills for effectively interacting with customers, team members, and other departments.
• Demonstrated analytical and decision-making skills to identify root causes and deliver timely, effective solutions for both customer inquiries and internal team matters.
• Ability to understand and empathise with customer concerns, which is crucial for delivering exceptional service.
• Strong organisational skills and the ability to manage multiple priorities simultaneously.
• Familiarity with customer service software, financial software solutions, and other relevant technologies.
• Experienced in analysing performance data and customer feedback to identify trends and areas for improvement.
• Ability to de-escalate situations and guide conversations toward constructive outcomes with empathy, professionalism, and clarity.
• Maintain a calm, composed, and supportive approach, even in high-pressure interactions.
• Flexibility to adapt to changing circumstances, customer needs, and new technologies.

What we can offer you:

This is an opportunity to expand your knowledge, develop your career and work with state-of-the-art technology in a rapidly growing sector. We encourage our team to be ambitious and in SoftCo there is a culture of progression. We support your development by investing in training and partnering with leading learning platforms and providers. Uniquely, our structure means you work directly with the most senior leaders in the business, who see your potential.

A competitive remuneration package is on offer and our benefits package includes company paid health insurance, life assurance, pension, bonus package, long service incentive awards, and an employee referral scheme. If working for one of the most innovative technology companies is your thing, then look no further.

Applications:

Please send your CV to careers@softco.com.

SoftCo values diversity and inclusion, believing different perspectives drive innovation. We are an equal opportunities employer and welcome applications from all backgrounds. Learn more at softco.com/about-us.