ApplyTeam Lead - Customer Support
Posted about 8 hours agoViewed
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📍 Location: Portugal
🔍 Industry: FinTech, SaaS, e-commerce
🏢 Company: Deblock👥 11-50💰 $16,833,227 Seed 4 months agoCryptocurrencyBankingFinTech
🪄 Skills: LeadershipData AnalysisPeople ManagementProblem SolvingCustomer serviceRESTful APIsMentoringCoachingTeam managementCRMFinancial analysisCustomer supportCustomer SuccessSaaS
Requirements:
- Proven experience leading and mentoring customer support teams in fast-paced environments (FinTech, SaaS, e-commerce)
- Expertise in managing team performance through KPIs, coaching, and feedback
- Familiarity with customer support tools (e.g., Zendesk, Freshdesk, Intercom)
- Strong problem-solving and data-driven decision-making skills
- Excellent organisational and time management abilities in dynamic, fast-paced settings
- Ability to prioritise and delegate tasks efficiently
Responsibilities:
- Lead and mentor a team of Customer Support Agents, providing coaching and development to drive high performance.
- Monitor and manage team KPIs to ensure fast, high-quality customer service and satisfaction.
- Handle escalated customer issues, providing solutions and maintaining a positive customer experience.
- Optimise processes to improve efficiency, reduce response times, and enhance service quality.
- Collaborate with other departments, such as Product and Operations, to align support efforts with overall business goals.
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