Customer Support Team Leader – EU Market Support

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

📋 Description

• Manage customer inquiries through email, live chat, and various support channels.

• Offer precise product information and effectively troubleshoot customer issues.

• Address customer complaints with empathy, professionalism, and accountability.

• Provide clear, high-quality written communication in all customer interactions.

• Oversee escalated or high-priority cases to ensure favorable customer outcomes.

• Assist and direct a remote team of Customer Service Agents.

• Serve as the initial escalation point before issues are referred to management.

• Offer continuous coaching, mentoring, and feedback to enhance team performance.

• Lead by example by actively managing tickets and supporting daily queue operations.

• Maintain consistency in tone, quality, and customer experience standards across the team.

• Monitor workflows, ticket queues, and response times to meet SLA targets.

• Identify recurring customer issues and suggest process enhancements.

• Support onboarding and training for new team members as the support team expands.

• Ensure compliance with internal systems, processes, and customer service best practices.

• Promote continuous improvement initiatives within customer support operations.

• Provide regular updates on team performance, operational insights, and customer trends.

• Deliver productivity reports and recommendations for enhancement.

• Collaborate closely with cross-functional international teams.

• Proactively escalate systemic customer experience concerns and operational risks.

⛳️ Requirements

• Proficient in both English and German (written and spoken).

• Prior experience in a Customer Service Team Leader or Senior Customer Service position.

• Background in eCommerce, retail, consumer products, or product-oriented customer support environments.

• Strong leadership capabilities with experience managing remote or distributed teams.

• Exceptional written and verbal communication skills.

• High emotional intelligence and the ability to professionally handle escalated customer situations.

• Strong organizational, multitasking, and time management skills.

• Capability to analyze customer service performance metrics and identify areas for improvement.

• Comfortable working across international time zones and collaborating with global teams.

• Familiarity with Shopify.

• Experience with Gorgias.

• Proficient in Zendesk.

• Knowledge of Aircall.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional growth and development.

• Flexible working hours and remote work options.

• A supportive and collaborative team environment.

• Access to the latest tools and technologies.