Customer Support Team Leader

About XTEL

At XTEL, we excel in understanding large FMCG players. As a leading software provider of sales automation solutions for the Consumer Goods Industry worldwide, our mission is to partner with our customers to unlock growth through smart investment and optimize their promotional plans.

Kickstart Your Career with XTEL

Joining XTEL isn’t just about landing a job, it’s about opening doors to a wide range of exciting career paths. This role is designed to be a powerful entry point into our business, giving you the opportunity to learn, grow, and explore different areas across XTEL. Whether your passion is in technology, operations, sales, or customer success, you’ll gain exposure to the tools, knowledge, and network that can help you shape a long‑term career inside our company. If you’re ambitious, curious, and eager to build your future, this is your chance to start strong with XTEL.

Position Overview

As Customer Support Team Leader, you will oversee the daily operations of the Customer support team, ensuring the delivery of high-quality support for our clients. You will coordinate incident management, coach and mentor team members, and act as an escalation point for complex issues or unexpected scenarios. You will also be responsible for driving the continuous improvement process within your team. The Team Leader will maintain approximately 50% of their work time actively involved in operational support activities. Additionally, you will manage shift coverage across three different time zones (CET, EST, and AEST) to ensure seamless support for our global client base. Your leadership will be key in driving customer satisfaction, operational excellence, and ongoing team development.

Key Responsibilities

• Supervise, coach, and mentor Help‑Desk Agents, fostering their professional growth and ensuring adherence to best practices and SOPs.

• Oversee incident triage, troubleshooting, and service request fulfillment, ensuring tickets are prioritised and resolved/escalated in line with XTEL’s standards and SLAs.

• Act as the primary escalation point for complex or high‑priority incidents, coordinating with Level 2/3 support and other teams as needed.

• Maintain approximately 50% of work time actively engaged in operational support activities, including direct incident management and client communication.

• Manage shift schedules and coverage across CET, EST, and AEST time zones, ensuring consistent support and effective handovers between regions.

• Monitor team performance, workload distribution, and ticket queues, proactively addressing bottlenecks and ensuring timely resolution.

• Ensure high‑quality client communication, supporting the team in maintaining professionalism, empathy, and clarity in all interactions.

• Review and challenge ticket categorisation and prioritisation, ensuring accurate application of XTEL’s prioritisation matrix.

• Lead regular reviews of knowledge base articles and SOPs, ensuring documentation is up‑to‑date and supporting continuous improvement initiatives.

• Drive the continuous improvement process within the team, identifying opportunities for efficiency, quality, and knowledge enhancement.

• Organise and facilitate knowledge transfer sessions with AMS, Delivery, and other relevant teams to ensure the Helpdesk is prepared for customers’ application changes, releases, and bug fixes.

• Properly allocate support for business operations activities, such as month‑end processes, and coordinate team participation as required.

• Prepare and present regular reports on team performance, incident trends, and client feedback to management.

• Foster a collaborative, positive, and client‑focused team culture.

Qualifications

A great candidate will have:

Customer‑Facing & Leadership Skills:

• Proven experience in a helpdesk, technical support, or customer service role, preferably in a software/SaaS environment.

• Strong leadership, coaching, and team management skills.

• Experience managing teams across multiple time zones and shift schedules.

• Excellent verbal and written communication skills in English (other languages are a plus).

• High level of empathy, patience, and professionalism in all client and team interactions.

• Effective conflict resolution and problem‑solving abilities.

• Ability to motivate and develop team members, fostering a culture of learning and excellence.

• Strong organisational skills and attention to detail.

• Ability to manage multiple priorities and work well under pressure.

• Commitment to continuous improvement and knowledge sharing.

Technical & Functional Skills:

• Solid understanding of software applications, incident management, and troubleshooting.

• Experience with ticketing systems and ITSM tools.

• Ability to analyse data, identify trends, and drive process improvements.

• Familiarity with knowledge base management and SOP development.

• Analytical mindset and ability to make informed decisions quickly.

Nice to have

• Previous internship or work experience in customer support, helpdesk, or a tech environment.

• Knowledge of Italian and other languages.

• Familiarity with ticketing systems or software troubleshooting.

• Ability to write, read and debug queries.

• Knowledge of cloud systems such as Azure or similar platforms.

Geographical Location

• Bologna, Italy

What We Offer

• Hybrid working set‑up
• ⌚ Flexible working hours
• Competitive Salary Package