Customer Support Team Lead

Job description

ABOUT THE ROLE

As a Customer Support Team Lead, you will be responsible for leading and managing a team of 10-15 customer support specialists to ensure great customer service and satisfaction. You will oversee day-to-day operations, provide guidance and coaching to team members, and collaborate with other colleagues and teams to improve processes and enhance the overall customer experience. We highly value initiative, swift decision-making, a startup mentality, and the ability to work independently with minimal supervision.

IN THIS ROLE, YOU WILL

• Lead & Manage: Oversee and day to day manage a team of 10-15 customer support specialists, conducting 1-on-1 meetings, and managing the full employee lifecycle (including hiring, onboarding, and offboarding) and growth (career path).

• Drive Performance: Ensure each specialist and the team as a whole consistently hit the required ticket-solving targets and volume averages.

• Coach for Quality: Provide continuous qualitative coaching to ensure the team learns from mistakes (based on own observations as well as agents’ QA results) and consistently improves Customer Satisfaction (CSAT) scores.

• Metric Ownership: Own and report on team KPIs, identify trends in customer friction to provide feedback to the Product team(s).

• Handle Escalations & Crises: Take the lead on resolving tough cases, managing high-level escalations, handling crisis situations in a Marketplace environment.

• Optimize Operations: Manage day-to-day resource allocation and team absences. Identify areas for process improvement, streamline operations, and boost efficiency.

• Foster Culture: Conduct regular team meetings to communicate goals, monitor team morale, and build a positive, inclusive environment.

• Collaborate: Actively participate in and contribute to cross-functional projects and initiatives vital for the overall Customer Experience (CX) department's success and well-being.

• Proactiveness: Identify and resolve process bottlenecks or recurring friction points before they escalate, using your initiative and "startup mentality" to streamline and enhance the marketplace customer experience with minimal supervision.

WHAT WE'RE LOOKING FOR

• Experience: ~2 years of proven experience in a customer support/success leadership role, accustomed to managing a team size of 10-15 people.

• Technical Proficiency: Hands-on experience and solid proficiency in using Zendesk and Looker.

• Environment Fit: Previous experience working in startups, fast-paced organizations, or marketplace companies is a significant advantage.

• Leadership Style: An inspiring leader with strong initiative, a "startup mentality," and the ability to work independently with minimal supervision.

• Problem Solver: Demonstrated ability to make fast decisions, handle high-pressure situations, and effectively manage customer escalations.

• Data-Driven: Capable of analyzing customer support metrics and translating them into actionable coaching and development plans.

• Communication: Fluency in written and spoken Lithuanian & English.

SALARY

The offered salary range for this position 3000-4000€ (gross) per month. Please keep in mind that we are also open to discuss your salary expectations based on your competencies and experience.

WHAT WE OFFER

• Private health insurance

• Employee stock option plan (ESOP)
• Learning budget for your personal and professional growth
• Commuting perks (covered parking or public transport to choose from)
• Everyday snacks and drinks
• Onsite gym
• Top-notch hardware and software (MacOS or Windows to choose from)
• The opportunity to work from anywhere up to 30 days per year
• Employee referral program

Discover all our perks by visiting our website: https://about.ovoko.com/career/#perks