Customer Service Team Leader

Ferryhopper is an equal opportunity employer that welcomes diversity and is committed to inclusion in the workplace. We do not accept discrimination and harassment of any kind. This policy applies to all employment practices within our company.

The Company

Ferryhopper is revolutionising online ferry booking, aiming to change the way people travel by ferry. We are collaborating with more than 360 ferry companies across 63 countries, bringing a fresh and seamless ferry booking experience. We always strive to cater to the needs of all travellers and keep improving our services.

If you want to know more about the team, read about Ferryhopper in a nutshell.

The role

At Ferryhopper, our Customer Service team is a high-volume, fast-paced hub where no two days are the same. Our mission is vital: we guide thousands of travelers through every step of their journey to ensure a seamless experience.

We believe that exceptional service goes beyond simply resolving issues; it's about meeting customers where they are, providing support that exceeds their expectations.

We’re looking for an experienced customer service pro who is ready to lead that team. If you’ve always been the go-to person on your shift and supporting others, and you’re ready for the next step, we want to hear from you!

Responsibilities

• Run regular quality reviews and coach agents, providing clear, actionable feedback

• Hold weekly 1:1s with each agent, checking in on their metrics, blockers, and priorities
• Dig into performance data, find root causes, and build improvement plans with management
• Onboard and coach new team members alongside our training lead
• Lead by example and keep the team motivated, informed, and connected to our goals
• Jump into the Shift Supervisor rotation when needed to stay close to daily operations
• Step in to handle customer requests during peak periods
• Assist in training for each new hiring batch and keep trainers aligned on methodology and feedback
• Run regular team meetings and be the agents’ first point of contact for our culture and values

• At least 2 years of experience in a Team Leader, Shift Supervisor, or similar Customer Service leadership role, ideally in travel, tourism, or transport
• Experience in supporting, coaching or leading others, formally or informally (senior agent, trainer, team lead)
• Excellent communication skills in English and Greek, written and spoken
• Calm under pressure, well organised and comfortable making quick decisions
• Good analytical skills, with the ability to read and interpret performance data, understand key metrics, and use insights to identify issues and opportunities for improvement.
• Good working knowledge of Google Sheets or Microsoft Excel, including essential functions, formulas, and data organization
• Comfortable with ticketing and support tools, and quick to learn new ones
• Availability for rotating shifts within our 08:00–20:00 coverage, Monday to Sunday, including weekend shifts on rotation (we always aim to keep schedules flexible and reasonable)
• A collaborative mindset, with the ability to motivate others, provide constructive feedback, and contribute to a positive team environment
• Strong problem-solving skills with the flexibility to adapt to changing priorities and step into hands-on customer support when needed

Nice to have

• Experience in a high-volume or 24/7 contact center, or working with outsourced support partners and in-house team
• Advanced Google Sheets or Excel skills, including the ability to build reports, dashboards, and data analysis tools from scratch. Experience with Looker Studio is a plus.
• Knowledge of the ferry or wider travel booking industry
• Familiarity with ferry ticketing and reservation systems, such as Certus, Liknoss, or similar platforms
• Hands-on experience with QA, scheduling, or shift planning
• Another European language (Italian, French, German, or Spanish)

Your journey with us

1. Months 1–3: Customer Service Agent. Get onboarded and trained, then handle traveler requests via email, chat, and calls: bookings, cancellations, rebookings, and disruptions. Build the practical knowledge you'll need to confidently support and lead the team
2. Around month 3: step into leadership. After nesting, gradually take on the leadership responsibilities and transition into your main focus: Shift Supervisor or Team Leader role
3. From then on: lead and grow. Take ownership of your shift or your team, collaborate with other leaders, and help shape how our Customer Service runs

The annual salary range for this position is 21.700 - 25.000 gross, under Greek Labour Law.

The health of our company and the success of our products are directly related to the health of our team and the work environment we create for ourselves. With this in mind, we strive to provide an inclusive and positive working environment. In this respect, we offer:

• Competitive compensation package
• Equipment of your choice
• Training and educational budget throughout the year
• Work in a collaborative and dynamic environment
• Great office space :)
• Three (3) additional days off on top of your statutory annual leave
• Exclusive coupons for your personal ferry trips

Remote & Hybrid Policy:

• Athens-based teams: The policy is to visit the office a minimum of three days per week