Team Lead Customer Support

Location: Remote
Employment Type: Full-Time (40h/week, CET timezone)
 

We’re looking for an experienced and highly organized Team Lead Customer Support to guide our support team to success. You combine a structured mindset with hands-on knowledge of tools, products, and customer support workflows. You're not just leading the team—you’re enabling them to do their best work.

What you’ll do

As Team Lead Customer Support, you’re responsible for the daily operations of the support team. You make sure everything runs smoothly, and that both agents and customers get the support they need.
 

You’ll supervise shifts, manage workloads, and make sure every team member knows what to focus on. Your organizational skills help you keep track of team availability, performance, and customer requests—ensuring no detail is missed.
 

You’ll also be the go-to expert for tools, products, and processes. You handle onboarding and training, create and manage accounts on platforms, and monitor quality across all support channels.
 

You maintain close communication with both key stakeholders and the team, making sure expectations are aligned and that any issues are addressed quickly and clearly. You spot opportunities for improvement and recommend smarter ways of working—from optimizing templates to rethinking workflows.
 

Ultimately, you make sure the team delivers excellent support—and that everything behind the scenes works just as well.
 

What we’re looking for

• Excellent English – both written and spoken;
•  At least 2-3 years of experience in customer support, with 1+ year in a lead or supervisory role;
• Exceptional organizational skills – you know how to structure information and keep clean records at all times;
•  Strong digital skills – confident using tools like Excel/Google Sheets, CRM platforms, and helpdesk software;
•  In-depth understanding of support platforms and client websites – you know how everything works and can train others effectively;
•  Clear communicator – you keep both your team and the key stakeholders informed; 
• Proactive mindset – you’re always looking for ways to optimize workflows and improve the customer experience;
•  Reliable and detail-oriented – you’re the person who keeps everything on track.
   

Practical details

• Full-time role: Monday to Friday, 9:00AM–6:00 PM CET. You’ll oversee a rotating shift structure and ensure full coverage across chat, email, and phone support. 
• You have your own laptop and a stable internet connection.
• You use a noise-canceling headset for clear communication.

Does this sound interesting? Please apply; we’d be happy to jump on a call to discuss further.

Kindly note that we do not appreciate unsolicited direct messages and are not seeking assistance from recruitment agencies.