WeDoSupport is growing tremendously, and we continue to conquer new countries! We are looking for a Customer Support Team Lead (of the German team) who will contact and support the best customers in the market. Office hours: Monday to Friday (9-18) with one shift (14-23) per week instead of 9-18 in order to spend time around their agents during the peak periods for the business.

Main responsibilities:
1. Team Management

• Leadership
• Managing and leading a team of 20+ employees, ensuring a positive and collaborative environment.
• Training and development of team members
• Escalated complaint handling
• Performance monitoring
• Monitor and assess Team Performance and provide constructive feedback to employees. Finding problematic areas and creating/implementing plans for improvement.

2. Customer Support Operations management

• Workflow Management: Ensure smooth operation of customer support workflows, including ticket management, live chat, email responses, and phone support.
• Quality Assurance: Cooperate with the QA team to maintain QA processes to uphold the highest standards of the team's customer service.

3. Delivery of Objectives Key Results targets on a Monthly and Quarterly basis

• Monthly Key Performance Indicators: Working towards monthly targets focusing on improving the team's main performance indicators such as Customer Satisfaction levels, Customer Chat Wait Time, # of answered e-mails and chats.
• Quarterly OKRs: Ensuring and assisting the CS Department is on track to achieving Quarterly Targets dependent on CS Team Performance. Provide a plan, suggest, and execute solutions to complete different CS-related targets.

4. Internal and External Communication:

• Communicate internally in the CS team and externally with different departments within the company to report, address, and resolve any matters;
• Communicate with customers when required.

5. Problem Solution
Identify issues within the team and/or within the brand by analyzing data and processing customer feedback. Escalate/follow up with management and relevant departments to implement/find solutions.6. Reporting and analyzing data
Utilize available data to identify trends, changes, and root causes. Report the data and findings directly to the Head of Support on a daily basis.

Must skills:

• Experience managing a team of CS agents handling chats and e-mails;
• Experience in CS agents' Quality Assurance process;
• Knowledge and experience in CS processes and flows in chats;
• Strong, soft communication skills;
• Strong troubleshooting skills;
• Excellent English knowledge;
• Ability to work and cooperate in the team;
• Leadership skills;
• Training skills;
• Multitasking ability;
• Time Management;
• Data analysis.

Good to have:

• Experience working with ZenDesk;
• Experience in affecting and improving CS's main KPIs (Customer satisfaction for the team, Chat Wait and Handling times);
• Advanced Excel knowledge;
• German language would be an advantage;
• Experience working in an iGaming contact center environment as a CS Manager;
• Public speaking skills.

We offer excellent benefits, including but not limited to:

Learning and development opportunities and interesting, challenging tasks;
Official employment in accordance with the laws of Cyprus and the EU, registration of family members;
Relocation package (tickets, staying in a hotel for 2 weeks);
Company fitness corner in the office for employees;
Opportunity to develop language skills and partial compensation for the cost of language classes;
Birthday celebration present;
Time for proper rest and 24 working days of Annual Vacation;
Breakfasts and lunches are in the office (partially paid for by the company).