Customer Support Team Lead

We are looking for a highly motivated and experienced Customer Support Team Lead to manage and scale our support operations. The ideal candidate will be a proactive leader who can drive performance, ensure customer satisfaction, and improve processes. This position possesses excellent and empathetic service skills, maintains composure in difficult situations. We are a fast-growing SaaS company focused on delivering innovative QR Code solutions for global clients across various industries. You’ll work closely with other departments to improve processes, implement new tools, and represent the voice of the customer inside the company.

Job responsibilities:

-Lead and mentor a global team of customer support specialists.

-Foster a positive and collaborative team culture that emphasises accountability and a customer-centric approach.

-Develop and maintain an in-depth understanding of the platform's products, features, integration methods, and operational best practices.

-Create, update, and ensure the accuracy of customer-facing and internal support documentation.

-Work closely with product teams to share customer feedback, report bugs, and contribute to product improvement.

-Manage and resolve urgent and critical incidents, including ticket escalations and cross-functional issue resolution.

-Collaborate with internal teams such as product owners and developers to ensure timely and effective problem-solving.

-Participate in support team reporting and help optimize tools and processes for improved efficiency.

Skills and abilities:

-Experience in customer support, ideally in a technical or SaaS environment.

-Comfortable managing support services across multiple time zones.

-Strong English communication skills (speaking, reading, writing).

-Deep understanding of customer needs and commitment to service excellence.

-Ability to identify opportunities for innovation and process improvement based on feedback and data.

-Skilled in implementing tools and workflows to enhance support operations.

-Flexible and adaptive to evolving environments and changing priorities.

-Curious and analytical mindset with a drive for effective problem-solving.

-Strong cross-functional collaboration and feedback delivery skills.

What we offer?

-Dynamic work in a fast growing company

-Opportunity for development and advancement within the company

-Opportunity to achieve high level financial goals by making the product successful

-Centrally located and well equipped office (game & entertainment room,  napping beds etc.)

-Lunch, drinks, sweets and fruits are all provided by the company 

-Private health insurance

⏰Working hours:

We work 5 days a week from 10 a.m. to 7 p.m. in our office. (13:00-14:00 lunch time)

💰Salary: Competitive and negotiable based on experience and knowledge.

We look forward to receiving your application.

✅Please be advised that only shortlisted candidates will be invited to the further stages of the recruitment process.