Team Lead, Customer Service

Budapest, Budapest, Hungary · Budapest, Hungary · Hybrid · Posted Sep 29, 2026

At a glance

This role is responsible for overseeing the day-to-day performance and operations of the Customer Service team, ensuring customers consistently receive a high-quality and efficient service.
You’ll monitor key performance indicators such as customer satisfaction, productivity, response times and service quality, using these insights to identify trends and drive improvements.
You’ll also play an important role in coaching and developing customer service agents, managing workforce schedules, supporting recruitment and partnering with teams such as Learning & Development and other key stakeholders to improve processes and address operational challenges.

Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.
Ensure good quality of services and strict adherence to processes.
Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.
Participate in recruitment activities (screening, interviewing).
Ensuring daily operation runs smoothly and reporting incidents to stakeholders in a timely manner.
Provide performance monitoring of KPIs, identify trends and issues in Service quality.
Conduct weekly/monthly performance reviews with customer service agents.
Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
Conduct process update/improvement projects and workshops.
Communicate business updates, policy changes, and any relevant information to stakeholders in a timely manner and planning customer service agent's monthly schedules while managing daily shrinkages.

Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.
Experience leading large (>15 members) and diverse teams.
Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.
A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.
Fluency (Verbal & Written) in English is required – other language is a plus.
Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
Willingly to work according to given schedule to support 24x7 operations.
Display ownership and accountability for offering solutions to benefit our customers and the business

Additional European language skills are highly desirable.
Familiarity with cryptocurrency and/or finance-technology industry.
Experience and flexibility working with diversified teams across global offices and time zones.
Working knowledge of CRM tools, such as Zendesk.
Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite