Customer Service Team Lead

Girteka is Europe’s largest asset-based logistics company, operating across the continent and supporting the supply chains that businesses and communities rely on every day. Behind every delivery there are more than 15,000 professionals who take accountability for results, apply their expertise to solve complex challenges, and collaborate as one team across countries and functions.

This position is based in Tbilisi, Georgia, within Girteka Business Services (GBS) - a shared services center established in 2022 to support Girteka Group’s global expansion. By building a strong talent base in Georgia, GBS enhances Girteka’s operational capabilities across Europe and the Nordics. As part of this fast-growing organization, you will play a key role in driving operational excellence and strengthening our customer service strategy.

Main Purpose of the Job We are looking for a Customer Care Team Lead whose primary duties include overseeing the work of a team of technical service representatives, applying specialized technical or product knowledge. The role involves maintaining ongoing relationships with key customers, regularly collaborating with sales staff, and serving as an expert in handling complex queries

What can you expect your day to look like? - Organize and oversee the daily operations of the Customer Care team, ensuring smooth workflows and the achievement of performance goals. - Coordinate shipment movements, ensuring full compliance with customs procedures and transport regulations. - Collaborate with customs brokers, border authorities, and other relevant partners to ensure seamless cargo flow and timely resolution of issues. - Set, monitor, and deliver on key KPIs, including efficiency, service quality, and NPS. - Oversee payment control processes and proactively prevent debt accumulation. - Support team members with day-to-day challenges by providing guidance and timely intervention when needed. - Foster collaboration within the team and across departments, building strong relationships with internal stakeholders and external partners. - Lead by example by promoting company values, fostering a positive team culture, and encouraging continuous improvement and professional growth.

What do we expect from you? - Experience in the transport or logistics operations and customer procedures will be a strong advantage. - 2+ years of proven leadership experience in a performance driven environment - Experience working in a dynamic operational environment with shifting priorities, multiple stakeholders, and time-sensitive processes - Good understanding of operational processes, standards, workflows, and service requirements - Experience managing team performance, productivity, service quality, KPIs/SLAs, and operational targets - Strong leadership and people-management skills, with the ability to motivate, guide, and inspire team members - Excellent problem-solving, decision-making, and communication skills - Results-oriented and accountable, with a strong focus on team performance and business outcomes - Strong organizational and time-management skills, with the ability to prioritize effectively - Positive, proactive, and adaptable mindset, with openness to change, continuous improvement, and innovation - Good command of English, both written and spoken - Analytical thinking with the ability to interpret data, identify trends and drive improvements

Why should you consider us as your next career step? - Career opportunities - Many of our managers started their careers in entry-level positions at Girteka Group. Every year, around 30% of our colleagues advance to new roles and grow their careers within the company. - Learning and development - We continuously invest in our people through a wide range of internal and external training programs, seminars, mentoring opportunities, leadership development initiatives, and language courses. - Health and well-being - We care about our colleagues’ well-being and provide comprehensive health insurance. We also support an active lifestyle through our community of gym-goers and athletes. Free fruit and snacks available in our office kitchens and lounges. - Collaborative culture - We believe that strong teamwork and meaningful connections lead to exceptional results. Working in international teams, we collaborate toward shared goals, exchange experiences, and celebrate achievements together. - Rewards and recognition - Rewards on work anniversary occasions and values-based behavior and days off during your birthdays are included. Team-building events, various initiatives, and like-minded clubs. Access to exclusive discounts from our partners.

Please apply to this job online using following link: https://careers.girteka.eu/job-invite/3928/