The Team Leader for Customer Support is responsible for overseeing and leading a team of customer support representatives (8-10) people, to ensure exceptional service delivery and customer satisfaction. This role involves managing day-to-day operations, providing guidance, and acting as a point of escalation for complex customer issues.
• Lead, mentor, and coach a team of customer support representatives as well as newcomers to the team.
• Set performance expectations, conduct regular performance reviews, and provide constructive feedback.
• Conduct training sessions to enhance team members’ product knowledge and customer service skills.
• Monitor ticket queues and ensure that service level agreements (SLAs) are met.
• Monitor all communication between customer support representatives and the clients.
• Generate and analyze reports related to customer support metrics, team performance, and customer satisfaction.
• Collaborate with other departments (e.g., Product, Sales, Marketing) to share customer feedback and insights for product enhancement and business development.
• Proficiency in English, both written and spoken.
• Additional languages are a plus.
• Bachelor’s degree in [relevant field] or equivalent work experience is a plus.
• Proven experience in Team Leader role- minimum 2 years.
• Demonstrated leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Strong problem-solving and decision-making skills.
• Proficient in using customer support software and tools.
• Familiarity with [industry-specific knowledge] is a plus
• A stable job and career development opportunities
• Attractive salary
• Additional health insurance
• Special benefits for our team members (Multisport Card, Happy Hours, etc.)
• Young, friendly, and multilingual environment