Customer Care Team Lead Offline

We are seeking an experienced and motivated Customer Care Team Lead to lead our Support team, who will be responsible for ensuring our customers receive the best possible support and for managing and developing the support team to meet and exceed customer expectations.

Key Responsibilities:

— Lead, mentor, and motivate a team of support specialists to deliver exceptional customer support.

— Handle escalated support requests and ensure timely and effective resolutions.

— Manage and resolve customer escalations issues with professionalism and diplomacy.

— Provide training and coaching to Customer Care team members to improve their skills and knowledge.

— Monitor team performance and implement strategies to meet or exceed service level agreements.

— Provide statistics and analyze reports (including incident reports) to track key performance metrics.

— Identify areas for improvement as well as identify service generating high level of complains.

— Collaborate with other departments to improve overall customer experience and product/service quality.

— Maintain and update support documentation, knowledge base, and FAQs.

— Perform with Support Team tests of products during complaints from customers at a basic level.

— Manage and resolve customer escalations issues with professionalism and diplomacy.

— Foster a positive and collaborative team culture that promotes productivity and employee engagement.

Requirements:

— 4+ years of experience in customer support, with at least 2 years in a leadership or supervisory role.

— Strong leadership and team management skills.

— Excellent communication and interpersonal skills.

— Proficiency in using customer support tools and software (Jira, Ticket systems, Monitoring tools)

— Strong problem-solving and conflict-resolution abilities.

— Customer-centric attitude and a commitment to providing exceptional service.

— IT industry knowledge and familiarity with relevant technologies.

— Languages - English and German. Another language is an asset