Influx – Bilingual Client Team Leader – German & English Speaking

All jobs > Customer Service > Influx – Bilingual Client Team Leader – German & English Speaking
Remote (Nairobi, Kenya)

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Influx is a global, fully-remote company on a mission to make the customer experience for successful online businesses better. Influx provides round-the-clock support solutions that are on-brand and on-demand for some of the world’s most disruptive & hypergrowth brands in eCommerce, SaaS, tech, and more.

Seeing continued growth in the business year-on-year, we are looking for a passionate, talented, and highly-motivated client team leader to join our team. This is a fully remote position that requires the position holder to be a motivational figure for service agents within his/her team, driving them on to achieve their best, deliver customer experiences of the highest standard, and promote customer satisfaction.


  • Ensure achievement of Client KPIs.
  • Ensure the team is organized effectively to maximize productivity
  • Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
  • Daily report to the delivery manager on team performance against KPIs
  • Handle escalations, and assist agents by providing support on customer queries
  • Time management of staff breaks and schedules to ensure no impact on production
  • Communicate all processes; client changes and notifications to agents in a timely manner
  • Highlight concerns that impact team performance
  • Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs.


  • Excellent written and oral communication skills in both English and German, with the confidence to interact at all levels of the organization
  • Strong people leadership skills and takes initiative
  • Good reporting and presentation skills with a keen eye for detail
  • Desire to succeed with the ability to grasp processes and tasks quickly,
  • Hold your team (and yourself) accountable
  • Effective problem solver and takes ownership
  • Self-controlled/master stress management, and thrives under pressure
  • Strong organizational skills
  • Have the ability to influence and collaborate with a team
  • Personal drive with a sense of urgency and an ability to demonstrate a strong commitment to managing initiatives to a successful conclusion


  • 2+ years of customer service experience
  • 1 year of management experience (would be an asset)
  • German proficiency level** C1 **and above
  • Excellent written and oral communication skills in both English and German
  • Attention to detail (i.e. verify all details are submitted, able to identify missing information)
  • Good use of Google Suites, Microsoft Excel, Word & PowerPoint Office suite.
  • Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)
  • Strong problem-solving skills
  • Prior experience serving clients in a B2B environment






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