Ph3About the Role /h3 pOur client — a major international provider in Travel Health Assistance — is seeking an experienced Platform Team Leader to manage day-to-day operations and lead a multilingual team delivering high-quality assistance services to their diverse customer base. /p pThis role requires a hands-on leader with strong operational execution and leadership skills, and the ability to navigate a dynamic cross-border operational environment. /p h3The Position: Platform Team Leader /h3 pAs Platform Team Leader, you will steer daily assistance operations, guide your team through complex customer cases, and ensure the consistent delivery of excellence across service, quality, and performance KPIs. You will foster a supportive, growth-oriented culture and maintain strong alignment with external partners and internal stakeholders. /p h3Key Responsibilities /h3 h3Team Leadership Daily Operations /h3 ul liLead and develop the team with a supportive, coaching-oriented leadership style /li liManage daily operations, workforce planning, and case quality /li liHandle operational escalations and oversee complaint management /li liSupport continuous learning and development within the team /li liCoordinate and constantly improve operational setup, ensuring smooth daily alignment /li liBe prepared to step into client cases when necessary to maintain service continuity /li /ul h3Performance KPI Ownership /h3 ul liEnsure high achievement of performance KPIs, typical for a customer-oriented platform. /li liMaintain high standards in quality, efficiency, and customer satisfaction /li liEnsure a low complaint rate /li liMonitor and interpret dashboards to identify improvements /li /ul h3Collaboration Stakeholder Management /h3 ul liSupport the Platform Manager with daily activity steering /li liEnsure teams understand operational procedures, processes, and product requirements /li liParticipate in partner-related operational discussions /li liOffer insights and ideas to refine service delivery and enhance performance /li liRepresent the business with a professional, loyal, and solution-driven mindset /li /ul h3What You Bring /h3 ul liProven leadership experience in assistance, operations, customer service, or health/travel environments /li liStrong crisis-management skills and proven resilience /li liExperience with telephony/contact-center systems /li liUnderstanding of routing logic, overflow mechanisms, dashboards, and KPI frameworks /li liKnowledge of Health / Medical Abroad Assistance (a plus) /li /ul h3Languages /h3 ul liFrench – fluent /li liGerman – fluent /li liEnglish – fluent /li liAny other languages are a plus /li /ul h3What’s Offered /h3 ul liA role focused on people leadership, service excellence, and operational impact /li liA supportive environment that values development, trust, and teamwork /li liThe opportunity to influence the customer experience in a meaningful industry /li liInternational exposure and long-term career growth possibilities /li /ul /p #J-18808-Ljbffr