· Leading and managing 5 customer support teams with 5 direct reports and a total team of 45 employees (providing direction, guidance and coaching)· Managing overall Units' performance (OKRs & KPIs)· Designed a Performance Management Process for the team, which was then rolled out as a blueprint for the rest of the Company · Developing and optimizing department processes to improve efficiency and customer satisfaction - Managing department ad-hoc projects · Implementing tools and technologies to streamline workflows and enhance productivity, incl. managing BOT and AI implementation projects· Collaborating with other departments as well as managing stakeholders to align support efforts with overall company objectives· Compiling and analysing customer support data and metrics to track performance and identify areas for improvement

· Built a new, high-performing support team of 8 employees for a new product, incl. recruitment, training, and coaching · Thrived for continuous improvement via regular performance evaluations and feedback not only to team members but also overall support function development· Supervised the training process, addressed knowledge gaps and reviewed training materials· Monitored and evaluate customer interactions to ensure quality and adherence to company standards· Compiled and analysed customer support data and satisfaction metrics to track performance and identify areas for improvement

· Conducted shift reviews to ensure adequate coverage· Managed escalation of tickets/queries from other departments· Reviewed and improved training materials· Identified and addressed training needs and knowledge gaps· Analysed and acted upon survey feedback· Facilitated team collaboration to enhance the customer experience

· Provided direct customer support through chat, email, and phone channels· Escalated customer-related queries and tickets to appropriate channels for resolution· Identified needs and suggested improvements for products and services· Maintaining accurate records of customer interactions, transactions, and issues in the support ticketing system

· Implemented food safety measures· Ensured adherence to health and safety regulations· Managed inventory effectively· Conducted planned and daily maintenance activities· Scheduled operational tasks efficiently· Tracked and achieved KPIs

· Enforced food safety standards· Ensured compliance with health and safety regulations· Facilitated internal communication within the team· Managed inventory efficiently· Conducted planned and daily maintenance tasks· Maintained safety and security protocols· Scheduled and conducted training sessions

· Managed people, products and equipment· Organized training for new and current employees· Made weekly crew schedules· Monitored inventory, office stock and ordering supplies as necessary· Updated, processed and filled of all documents· Contact person in absence of Store Manager

· Provided leadership to crew during the shift· Duties planning for each shift· Monitored Health & Safety and Food Safety rules· Responsibility for meeting targets in training department, couching other members of the staff