Team Lead Customer Support

Employment: Contract-based cooperation (self-employed / individual entrepreneur status, where applicable)
Payment: Bank transfer
The schedule is 5 days per week, with 9-hour shifts:
Morning: 06:00–15:00
Afternoon: 14:00–23:00
Night: 23:00–08:00
Breaks: 1-hour lunch break and three 15-minute breaks.

Responsibilities

• Handle customer inquiries during the initial onboarding period.
• Develop a strong understanding of the product, internal processes, and customer support standards.
• Build and lead a Customer Support team as the project grows.
• Distribute workloads and coordinate daily team operations.
• Monitor response quality and adherence to established procedures.
• Review support cases, identify recurring errors, and provide constructive feedback.
• Coach team members and support their professional development.
• Help improve support workflows, communication standards, and operational efficiency.

Requirements

• Experience in Customer Support, including practical experience handling customer inquiries.
• Previous team leadership or supervisory experience is an advantage.
• Strong communication and people-management skills.
• Ability to assess support quality, identify errors, and provide actionable feedback.
• A structured, proactive approach to problem-solving and daily operations.
• Willingness to work rotating shifts, including overnight shifts.
• Ability to work on-site in Prague.