Job Description
The organization
Why Join Us? It’s More Than a Job in Retail, It’s Your Story.
At Public Group, we believe in the power of our people in a sustainable way. That’s why we’re not just focused on what you do, but who you become. We’re committed to fueling your growth, because when you win, we all win. Imagine a place where you feel supported, valued, and empowered to make a real difference. A place where you can build a career you love, to leave your mark in our story!
Public Group strategically invests to create an ecosystem of innovative scaleups around its core Omnichannel Retail business, with the objective to provide exciting customer experiences powered by operational excellence. We bring together technology, talent & entrepreneurship to create value in the Greek market & society.
Our Omnichannel retail, in Greece and Cyprus, is the love brand Public, a Leading Omnichannel Home Living, Tech & Entertainment Retailer with long lasting heritage. Innovation is part of our DNA. Through our ecosystem of startups and organizations, - iRepair, Klarna, Douleutaras.gr, SVUUM, Bookvoice, BOX NOW, our tech PublicNEXT, Endeavour, Big PI, Metavallon, & Venture Friends - we offer pioneer services to our consumers. We operate 60 stores, 3 eShops and an ecosystem of digital properties such as: public ticketing, public business and bookfriends.gr.
As Technical Support Team Leader you will act as the first point of escalation for complex or sensitive technical cases, support team members through coaching and feedback, monitor key performance indicators and contributes to process improvements by sharing recurring customer and product feedback with the relevant internal teams.
The Technical Support Team Leader is responsible for the day-to-day coordination, guidance and performance monitoring of the Technical Support team. The role ensures that customer technical issues are handled efficiently, accurately and with a high level of customer care.
Responsibilities:
- Coordinate the daily operations of the Technical Support team, ensuring proper task allocation, smooth case handling and timely resolution of customer issues
- Support and guide team members through daily communication, coaching, feedback, knowledge sharing and follow-up on individual performance
- Act as the first escalation point for complex, urgent or sensitive technical customer cases, ensuring professional and effective resolution
- Monitor team KPIs and service quality, identifying performance gaps and proposing actions to improve customer experience and operational efficiency
- Contribute to continuous improvement, by identifying recurring issues, sharing product/customer feedback with internal stakeholders and supporting the implementation of new processes and best practices
- Customer orientated
- Very good people management and interpersonal skills
- Excellent organizational and leadership skills with a problem solving ability
- Positive and patient
- Willingness to change cultures and inspire people
- Adaptability to changing conditions, work priorities and organizational needs
Job Requirements:
- Minimum 2 years of experience in an inbound/outbound Contact Center or Technical Support environment, ideally in a Team Leader, Senior Agent, SME or Escalation Specialist role
- Strong customer-oriented mindset, with focus on service quality, timely resolution and positive customer experience
- Good understanding of Contact Center KPIs, such as NPS/CSAT, First Time Fix, First Contact Resolution, Abandoned Call Rate, Repeat Contact Rate, AHT and SLA
- Strong people management, coaching and interpersonal skills, with the ability to guide, support and motivate team members
- Excellent organizational, planning and problem-solving skills, with the ability to prioritize tasks and handle escalated cases effectively
- Ability to collaborate with internal and external stakeholders, share customer/product feedback and support process improvements
- Adaptability to changing priorities, procedures and business needs
- Positive, patient and solution-oriented attitude, with willingness to promote teamwork and continuous improvement
What we offer:
- 💼 Competitive compensation & benefits package
- 💰 Performance-based bonus scheme
- 🧑⚕️ Comprehensive life & health insurance
- 🏡 Flexible hybrid working model – to support your work-life balance
- 🧡 Psychological support via a professional helpline for you and your family
- 🚀 Career growth opportunities in a role that evolves with you
- 🎉 Valuable experience in a well-known and fast-growing organization
- 📚 Continuous learning and upskilling through tailored programs
- 🏃🏽♂️ Employee Wellness Program – office Pilates & sports teams (padel, football, volleyball & more)
- 🚗 Alternative transportation with company shuttle buses to our offices
- 📲 Exclusive access to our employee app, OrangeGen, packed with tools, news & perks
What Does OrangeGen Offer?
- 🔗 Connect: Engage with your colleagues and management seamlessly, ensuring you’re always in the loop and part of our dynamic community.
- 🎉 Recognize: Celebrate achievements and milestones with a culture of recognition that boosts morale and fosters a positive work environment.
- 🏆 Custom Rewards: Enjoy personalized rewards and kudos, tailored to recognize your unique contributions and achievements.
By joining us, you’ll be part of a forward-thinking company that prioritizes open communication, employee recognition, and personalized rewards.
Are you ready to be the next #OrangeGen maker?
Orange Gen, is our team of 2.200 people who are committed to cultivating an innovative retailtainment environment, supporting continuous development, and embracing flexibility—all while placing customer centricity at the forefront. We believe in fostering a culture that values your contributions, boosts your ambitions, and supports personal and professional growth. “Joy at Public” is our main motto which lies in creating a workplace where every individual is empowered to excel and evolve, always keeping the customer at the heart of our endeavors. We like to share our moments under the #OrangeTeam celebrating all team’s achievements and Orange Marks Stories!
All applications will be treated with the strictest confidentiality.
