Team Leader Quality & Coaching 2nd Level (f/m/d)

About the role

Galaxus, a Swiss e-commerce platform with over 4,000 employees across Switzerland, Germany and Serbia, has set up a new Quality & Coaching 2nd Level in Belgrade and is looking for a Team Lead. You will build the team, shape its structure and define how quantity and quality are balanced in Customer Service, developing coaches through targeted coaching, setting clear quality-check standards and keeping feedback objective and consistent.

Key responsibilities

• Build a brand-new team from the ground up, defining structures, standards and ways of working
• Lead a team of up to six coaches (currently two) and develop each one deliberately
• Own quality assurance, training, onboarding, learning management and process optimisation for Customer Service 2nd Level
• Turn quality-check findings into concrete learning needs and training content
• Stay close to day-to-day operations, build strong stakeholder relationships and drive the area forward

Required profile

• Strong communication with stakeholders at every level, with a track record of growing and holding teams together
• Fact-based, calm and structured problem solving that involves others
• Willingness to challenge the status quo and propose more efficient, automated or effective solutions
• Creative and proactive approach to solving problems
• Business-fluent English in speech and writing; German is a plus

What we offer

• Working from home options and positions possible with an 80% workload
• 700 EDU points per year (EUR 700 or 2,000 minutes off work) for professional development
• Discounted employee rates in the shops, paid paternity leave, private health insurance, Fitpass membership and a 13th-month salary
• Company events throughout the year