Customer Service Team Leader – Riga

About the role

We are seeking a motivated Customer Service Team Leader to join Telus in Riga. In this role you will guide a team of representatives, ensure high‑quality service delivery, and drive continuous improvement across all customer interactions.

Key responsibilities

• Lead, motivate and develop a team of customer service representatives to meet performance targets.
• Monitor team metrics, provide regular feedback and coaching to enhance performance.
• Facilitate clear communication within the team and across departments.
• Handle complex inquiries and escalations, ensuring timely resolution in line with company policies.
• Collaborate with other functions to deliver a seamless customer experience.
• Identify process improvement opportunities and implement solutions to boost efficiency and satisfaction.

Required profile

• Proven experience in a customer service or supervisory role.
• Strong verbal and written English communication skills; additional languages are a plus.
• Excellent problem‑solving abilities and a customer‑focused attitude.
• Ability to work flexibly in a fast‑paced environment.

Required skills

• Familiarity with CRM systems.
• Experience with customer service software.

What we offer

• Competitive salary and comprehensive benefits.
• Professional development and career advancement opportunities.
• Ongoing training to strengthen leadership and service skills.
• Flexible working arrangements supporting work‑life balance.
• Inclusive, collaborative and innovative work environment.