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About the client.
Our newest incoming brand Odido is one of the biggest telecom players in the Netherlands. With over 8 million users, they deliver fast mobile, internet & TV, but with a human touch.
They stand for tech made simple, inclusive service, and no nonsense. No small print, just clear connections for everyone.
A day in the life.
As a Team Lead at Odido, you will be responsible for delivering exceptional support, delivering seamless onboarding and maintaining a secure experience for Odido’s customers. Leading a team of around 17-20 Customer Experience Specialists, you will drive them to meet and exceed KPI’s, boosting efficient and effective service delivery. You will also serve as the key point of contact for Odido’s stakeholders, ensuring transparent communication and their ongoing satisfaction with weWow’s partnership.
How to WOW.
Lead, mentor, and develop a team of 17-20 customer support agents to ensure high performance and professional growth
Take full ownership of critical performance metrics such as SLA adherence, Net Promoter Score, Net Promoter Score (NPS), Average Handle Time (AHT)
Monitor and analyze team performance, providing timely feedback, coaching, and support to achieve and exceed KPIs
Track, report, and communicate performance insights and action plans to the Operational Lead
Encourage a culture of continuous learning and development within the team
Ensure adherence to relevant laws, regulations, and internal quality standards
Collaborate closely with the traffic team to align staffing with operational needs
Manage relationships with internal and external stakeholders across functions to ensure seamless customer experience and alignment of goals
Reporting to Operational Lead

What we expect.
+1 year proven experience leading customer support or service teams of similar size
Strong focus on SLA and KPI-driven performance management
Excellent coaching, communication, and leadership skills
Proactive, customer-focused approach to resolving issues and identifying structural improvements
Data-driven mindset with the ability to analyze metrics and implement improvements
Passion for customer service and team development
Ability to thrive in a fast-paced, dynamic environment
Familiarity with call center software and technology is a strong plus

The extras you’ll love.
The career adventure of your lifetime in sunny Valencia, Spain
The chance to work in a scale-up environment with a high-performance culture
Collaboration with the most well-known and fastest-growing brands in Europe
Be part of an incredible, international community of like-minded and motivated professionals
The opportunity to grow and develop yourself both personally and professionally
Delicious and healthy breakfast and lunch
A comprehensive benefits program, including Spanish classes, boot camps, the coolest team-building activities, and more
Support with Spanish administration, tips and tricks for relocation, and access to Spanish health insurance