Client Support Team Leader – Permanent

About the role

The Client Support Team Leader will head the Client Support Team at INCERT, a Luxembourg public agency specialized in cryptography, PKI, e‑Travel, biometrics and AI. Reporting to senior management, the leader ensures high‑quality service delivery to customers, acting as the main liaison between clients, support staff, third‑party providers and internal departments.

Key responsibilities

• Supervise, coach and allocate daily tasks for the Client Support Team.
• Monitor and guarantee compliance with response‑time targets, service‑level agreements and key performance indicators.
• Handle complex customer cases and escalations, ensuring professional resolution.
• Identify and implement process improvements, documentation updates and best‑practice procedures.
• Collaborate with other departments to resolve recurring issues and enhance overall service quality.
• Prepare regular performance reports and support continuous improvement initiatives.

Required profile

• Proven experience in leading a customer‑support or call‑center team.
• Strong organizational and communication skills.
• Ability to analyse performance data and drive improvements.
• Customer‑focused mindset with a commitment to service excellence.

Required skills