Customer Service Team Leader - Bilingual (French/English)...

About the role:

As a Customer Service Team Leader, you will manage a team of around ten customer advisors.

You will be responsible for ensuring the smooth organization and achievement of objectives for your remote customer service advisors.

In charge of overseeing the project, you will ensure compliance with procedures, coach and motivate team members, while supporting their professional development.

Your responsibilities include analyzing both individual and team performance, implementing appropriate action plans to ensure customer satisfaction, achieving productivity targets, and maintaining quality and compliance standards.

Main Responsibilities:

Team Management & Development

• Lead and supervise a team of approximately ten customer advisors.

• Set and monitor team performance objectives.

• Motivate, coach, and support team members in achieving their goals.

• Develop the team’s product and operational knowledge through regular evaluations, identify development areas, and support employees in their professional growth.

• Foster team engagement, motivation, and retention.

• Provide the team with visibility on project performance and long-term sustainability.

Project Management

• Analyze team results and implement action plans to improve performance.

• Ensure compliance with internal and client procedures.

• Manage turnover and absenteeism, and implement corrective measures when necessary.

• Handle production incidents and operational issues.

Client Relationship Management

• Actively participate in the preparation and facilitation of operational review meetings.

• Contribute value-added initiatives within the project scope.

If you are an enthusiastic leader, results-driven, and experienced in team management, we would love to hear from you.

Profile Required:

• 3 to 5 years of management experience.

• Strong expertise in customer relations and customer service.

• Previous experience as a manager in customer service or within a BPO environment is a strong advantage.

• Fluent in both English and French.

Position Details:

• Full-time permanent contract (CDI).

• Salary: Fixed compensation + monthly performance bonuses (package depending on profile).

• Meal vouchers: €8.50/day for on-site workdays.

• Location: PARIS, France.

• Hybrid remote work: 2 days/week after an initial 2-month full-time on-site period.

About Sqwad:

Sqwad is a French company based in Paris , operating across Europe and Canada — and now expanding into the U.S. market.

We support powerful brands through multiple communication channels, powered by remote teams that are well-trained, motivated, and culturally diverse.

In just 2.5 years, we’ve already partnered with over 150 clients — from major corporations to high-growth startups.

Our mission:

• Fair pay for freelance work

• Quality training and professional development

• Sharing value across borders — no matter your location

Ready to take control of your career and income on your own terms?

Apply now and start your journey with Sqwad.