Team Leader | Customer Support | Cork office

Team Leader - Customer Support

HOOP: 2:00 p.m. to 1:00 a.m. across Mon-Sun, subject to change

Location: onsite in Cork, Ireland

Salary range: €36,400 - €40,000 gross per annum + up to 10% performance bonus

Start date: September 2026

We're launching an exciting new team in our Cork office, and looking for experienced Team Leaders to join the new account. This team's scope is to support customers of a privacy-focused tech company - working at the forefront of creating a safer, more private internet (via chats, email, SMS and phone).

As Team Leader, you will be at the heart of our newly launched account and will actively support the on-going day to day activities of your team by providing assistance, training, technical support, guidance and advice. You will be responsible for managing a team of Customer Support Specialists who provide personal and efficient solutions for customer experiences in the privacy-focused area. This is your opportunity to make a real impact: driving business results, building strong client relationships, and creating an environment where your team can thrive and grow.

What we offer:

• Stable job: permanent employment contract
• Opportunity to advance your career
• Great rewards for referring your friends
• Multilingual exposure: improve your spoken and written language skills
• Inspiring and fun environment. Our offices are known for their innovative, fun and pleasant design. Enjoy our 'relax' and 'play' areas as well as our onsite gym
• Community projects. Want to make the world a better place? We run CSR (corporate social responsibility) events all year long
• Private medical insurance coverage (after 6 months tenure). We work with one of the best suppliers (VHI) where you will benefit from a professional package
• Bike-to-work tax relief
• Pension scheme
• Maternity and paternity leave
• Access to GP care and an occupational health advisor
• Subsidized canteen

Here is where you will have impact:

Leadership & Team Development

• Actively manage, lead, and motivate a team of Customer Support specialists
• Provide coaching, support, and mentorship to help team members excel
• Conduct regular 1-2-1 reviews and facilitate team meetings that encourage input and transparency
• Develop your team's skills and drive professional growth
• Foster a culture of innovation, openness, and problem-solving

Performance & Results

• Drive individual and team KPIs to meet and exceed targets
• Manage staffing needs in partnership with Workforce Management
• Maintain service level agreements and effectively manage business impacts
• Make data-informed decisions on training, team briefings, and absences
• Promote an atmosphere of continuous improvement and accountability

Client Partnership & Relationship Management

• Become one of the key points of contact for our client - building strong, collaborative relationships
• Develop a deep understanding of the client's business, systems, and operational needs
• Escalate and resolve customer issues and problems effectively
• Ensure compliance with client security requirements, policies, and procedures
• Facilitate clear communication between your team and the client as required

Operations & Strategy

• Collaborate with Support to identify and deliver training and refresher programs
• Work closely with internal teams to implement and maintain departmental processes
• Identify and implement operational improvements that enhance service quality
• Manage escalations with ownership and accountability
• Ensure accurate information is cascaded throughout the team

We are looking for someone with:

• Strong proficiency (C1/C2) in the English Language
• Proven track record of leading and motivating teams in a fast-paced environment (ideally in BPO sector or start up environment)
• Strong commercial and business acumen with customer/client focus, experience in client-facing leadership roles
• Experience managing KPIs, service levels, and operational performance
• Demonstrated ability to develop systems, processes, and people

WHY JOIN US?

Join a fast-growing privacy-focused operation where your leadership and passion for coaching will directly impact team development, client success, and business growth. At TELUS Digital, we invest in our leaders - offering opportunities for continuous learning, career development, and meaningful impact. You'll work with a collaborative team, support innovation, and play a key role in shaping our operational excellence.

Ready to lead? Apply now.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.