Customer Support Team Lead

🔥 23 minutes ago

🇪🇺 Europe – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Eneba

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🛍️ eCommerce

🎮 Gaming

🏪 Marketplace

eCommerce • Gaming • Marketplace

Eneba is an online platform that offers a wide range of video games, gaming-related eCards, and gift cards. Users can easily purchase cheap games for various platforms, including PC and gaming consoles, and benefit from personalized game deals through a loyalty program. Eneba also provides an opportunity for businesses to sell their products on the platform, creating a marketplace for gamers and developers.

📋 Description

• Guide and mentor customer support team members toward achieving operational goals. • Ensure excellent team communication, problem-solving, and professional etiquette to achieve high customer satisfaction. • Resolve customer complaints in the most professional manner. • Provide supervision and technical assistance to the customer service team. • Collaborate with the planning department on staffing and hiring procedures. • Perform employee reviews and appraisals, and participate in performance reviews. • Collaborate with managers from other departments on issues and process improvements. • Ensure customers receive top-level service when interacting with support. • Monitor business and process metrics and manage customer support effectiveness. • Identify and implement improvements in user journeys, flows, and touchpoints. • Promote experimentation, feedback, and continuous improvement as products evolve. • Represent the team in Customer Support management conversations and the department in cross-functional matters.

🎯 Requirements

• Experience with setting clear deliverables and supporting the team in achieving them, resulting in improved Customer Success Metrics. • Ability to inspire team members to look for continuous improvement by recognizing strengths and constantly unlocking growth opportunities. • Track record of building engagement and managing hybrid or fully remote teams. • Sense of urgency and appreciation for clear and timely communication with both teammates and cross-functional partners. • Empathetic team player, with a process-oriented mindset. • Great organizational and time-management skills. • Self-efficacy to make decisions and perform with little or no supervision. • Project management experience and ability to apply continuous improvement to customer service procedures and processes. • Experience leading teams of 10+ people is a plus. • Proven ability to lead teams through ambiguity and rapid change, with confidence in decision-making and communication. • Strong understanding of tone of voice principles and customer communication strategies. • Experience working with evolving or early-stage products, services, or startups is highly desirable. • Please attach CV's in English.

🏖️ Benefits

• Opportunity to join our Employee Stock Options program. • Opportunity to help scale a unique product. • Various bonus systems: performance-based, referral, additional paid leave, personal learning budget. • Paid volunteering opportunities. • Work location of your choice: office, remote, opportunity to work and travel. • Personal and professional growth at an exponential rate supported by well-defined feedback and promotion processes.

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