Customer Support Team Lead

This is a fully remote position, open to applicants in Europe.

📋 Description

• Lead and mentor members of the customer support team to achieve operational objectives.

• Ensure effective communication, problem-solving, and professionalism within the team to maintain high levels of customer satisfaction.

• Address customer complaints in a highly professional manner.

• Provide oversight and technical support to the customer service team.

• Work alongside the planning department on staffing and recruitment processes.

• Conduct employee evaluations and appraisals, participating in performance assessments.

• Collaborate with managers from different departments to address issues and enhance processes.

• Guarantee that customers receive exceptional service when engaging with support.

• Monitor business and process metrics to manage the effectiveness of customer support.

• Identify and implement enhancements in user journeys, workflows, and touchpoints.

• Encourage experimentation, feedback, and ongoing improvement as products evolve.

• Represent the team in discussions with Customer Support management and act on behalf of the department in cross-functional matters.

⛳️ Requirements

• Proven experience in setting clear deliverables and supporting the team in meeting them, resulting in improved Customer Success Metrics.

• Ability to motivate team members to pursue continuous improvement by recognizing strengths and unlocking growth opportunities.

• Demonstrated success in fostering engagement and managing hybrid or fully remote teams.

• Strong sense of urgency and a commitment to clear and timely communication with colleagues and cross-functional partners.

• Empathetic team player with a process-oriented approach.

• Excellent organizational and time-management abilities.

• Self-sufficient in decision-making and capable of performing with minimal supervision.

• Experience in project management and applying continuous improvement methodologies to customer service processes.

• Previous experience leading teams of 10 or more is advantageous.

• Proven ability to guide teams through uncertainty and rapid change, with confidence in decision-making and communication.

• Strong grasp of tone of voice principles and customer communication strategies.

• Experience with evolving or early-stage products, services, or startups is highly desirable.

• Please submit CVs in English.

🏝️ Benefits

• Opportunity to participate in our Employee Stock Options program.

• Chance to contribute to the scaling of a unique product.

• Various bonus systems including performance-based incentives, referral bonuses, additional paid leave, and a personal learning budget.

• Paid volunteering opportunities.

• Flexible work location: choose to work from the office, remotely, or travel while working.

• Personal and professional growth at an accelerated pace, supported by well-defined feedback and promotion processes.