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Customer Support Team Lead - office-based

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Type: Full time

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:

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

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