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CUX & Fullfilment Team Lead - Work in the sun

full-time Straight Teeth Direct™ Dublin

👋🏼Hey, were Straight Teeth Direct

Our mission to make orthodontics more accessible and affordable through technology.

We are looking for for the leaders of tomorrow who are also passionate about making people smile :)

We take pride in setting the standards in the digital dentistry space by combining our unique clinical approach with our proprietary technology to deliver a faster, smoother, cheaper and better customer experience with guaranteed outcomes.

Straight Teeth Direct™ is backed by industry experts including Founders Factory, Europe’s hottest startup up accelerator program based in London (started by Brent Hoberman, co-founder of and

Were in full growth mode after a very successful campaign in the London underground earlier this year, the launch of our retail corners in 7 leading department stores across Europe and our London pop up event, the business is going from strength to strength and looking for the next teammates to join our high performing team.

🌟About you

You have a proven experience leading a large team in a call centre or similarly busy environment and looking for the next challenge in your career and a company you can grow with. You are also contemplating relocating to a sunny country and what a better spot than Lisbon, the new home of WebSummit and up and coming startup up hub in Europe.

As a CUX Team Lead, you should have a solid customer service experience combined with an operational background. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

You are very organised and self directed and lead by example. You thrive in an environment that is challenging and ever evolving and and thats why youre excited about the possibility of working in company that has a startup and growth mindset culture..

By working in scale up you know you can be part of the optimisation phase that would shape the company at its turning point in the growth stage. You are not afraid to get your hands dirty and approach your role with a mixture of can do and can manage attitude. You know that to be able to lead a team you need to know how to do the job better than them first.

🚀About the role

Were looking for a qualified Team Lead to join our Customer Experience & Fulfilment department in Lisbon, Portugal.

You will supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

You will be responsible for motivating the team on a daily basis and creating an inspiring team environment with an open communication culture.

We are at a very exciting time of rapid growth within the company, which means there are plenty of opportunities to make a major impact and grow within your career.

This is an opportunity for a customer focused and driven individual to join a high performing team building the next big direct to consumer success story.


  • Onboard and train new hires
  • Coordinate team from front to back end (shifts, task distribution, efficiency management...)
  • Ensure customer service is timely and accurate on a daily basis
  • Use technology to drive improvement (improve overall department efficiency and new processes)
  • Resolve complaints and enforce policies by taking ownership of customers issues and following problems through to resolution
  • Run teams weekly meetings
  • Drive and track KPIs
  • Evaluate team members (initial tests, performance reviews)
  • Maintain customer satisfaction and 5 star ratings
  • Proven work experience as a team leader for 3 years+
  • In depth knowledge of performance metrics
  • Excellent knowledge of management methods and techniques
  • Excellent communication and leadership skills
  • Excellent time management skills
  • Strong decision making skills
  • Growth mindset, always willing to learn and go beyond the job description
  • Native or bilingual in English
  • Awareness of industry’s latest technology trends and applications
  • Familiarity with some of the tools on this list (Google Docs, Gmail, Trello, Slack, Intercom, Paypal, Skitch etc.)
  • Proven success and ability to quickly adapt to new systems and software
  • Competitive salary
  • Performance bonus incentives
  • Healthy snacks and drinks
  • Weekly office lunch
  • Teeth Straightening & Whitening

If you dream so big it keeps you up at night, apply now!

Due to the volume of applications we receive, please expect a reply within a week.
published: July 15, 2019

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