Customer Support Team Lead
We are looking for an experienced and proactive Customer Support Team Lead to lead our Customer Support team, ensure high-quality customer service, and maintain efficient daily operations.
In this role, you will be responsible for coordinating the team’s work, supporting and developing team members, monitoring performance, and ensuring that our customers receive timely and professional assistance.
Responsibilities
• Lead, coordinate, and support the Customer Support team in daily operations.
• Organize workloads, schedules, and task distribution within the team.
• Provide guidance, coaching, and feedback to team members to support their professional development.
• Handle complex customer inquiries and assist with escalated cases when necessary.
• Monitor customer satisfaction and identify opportunities to improve support processes.
• Develop and maintain internal documentation, guidelines, and knowledge base materials.
• Collaborate with other departments to resolve customer issues and improve overall service quality.
• Prepare regular performance reports and provide insights on team results.
• Participate in onboarding, and training of new team members.
Requirements
• Previous experience in Customer Support, including team leadership or supervisory experience.
• Strong understanding of customer service principles and support operations.
• Excellent communication, organizational, and problem-solving skills.
• Strong leadership skills and the ability to motivate and develop a team.
• Upper-Intermediate English (B2) or higher.
• Ability to work independently, prioritize tasks, and make informed decisions.
Location: The candidate must be located in Ukraine, as the company provides work equipment (laptop and headset).
Employment Type: Unofficial employment (Temporary)
Working Hours: Monday to Friday, 9 hours per day.
(Including a lunch break and two 15-minute breaks)
Salary: paid to a cryptocurrency wallet. If you have not used this method before, we will guide you through the process.
For more details, we can discuss via phone call or online interview.