Customer Support Team Lead (Polish-Speaking)

Posted 5 months agoViewed

PolandFull-TimeIGaming

Company:Neo Group

Location:Poland

Languages:English, Polish

Seniority level:Lead, Proven experience

Experience:Proven experience

Skills:

LeadershipPeople ManagementJiraCross-functional Team LeadershipCommunication SkillsAnalytical SkillsCollaborationProblem SolvingMentoringWritten communicationTeam managementCoachingInterpersonal skillsExcellent communication skillsProblem-solving skillsVerbal communicationStrong communication skillsCross-functional collaborationCustomer support

Requirements:

Proven experience in Customer Support, Service, or Call Center environments Solid grasp of essential customer support metrics (CSAT, SLA, FRT + NRT, HT, NPS) Proficient with tools like Intercom, Slack, and Google Workspace Outstanding written and verbal communication skills in English Comprehensive understanding of customer service operations (ticketing systems, live chat, email, phone) Analytical approach to analyze customer service performance metrics Strong problem-solving abilities and experience managing escalations Fluent in English Fluent in Polish

Responsibilities:

Lead and mentor a team of customer support representatives Handle customer inquiries via phone, email, and chat Maintain detailed records of customer interactions and issues Identify trends and areas for improvement in customer service processes Collaborate with other departments to ensure a seamless customer experience Assist in the development and implementation of customer support strategies