SSC Support Team Lead
New
Work fully remotely! ... join our Support team in RomaniaFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Romanian (fluent/native), English (C1 proficiency)
- Required Skills
- Data AnalysisMentoring
Requirements
- Proven leadership experience.
- Background in customer experience, customer insights, or a similar field.
- Demonstrated passion for customer experience and people engagement.
- Strong analytical skills with the ability to turn data findings into actionable improvements.
- Ability to track and meet KPIs and SLAs.
- Tech-savvy with the ability to learn and teach support tools.
- Ability to multitask and think on your feet in a fast-paced environment.
- Can-do attitude and entrepreneurial spirit.
- Fluent or native in Romanian language.
- Full proficiency in English (C1 level).
Responsibilities
- Lead by example to define and promote a customer-obsessed support culture.
- Analyze incoming requests to identify patterns, translate findings into actionable improvements, and perform regular data analysis.
- Collaborate with the Head of Customer Support to develop strategies for improving customer experience and satisfaction.
- Recruit, mentor, and manage support team members, providing performance feedback and motivation.
- Ensure the team meets service level agreements (SLAs) and maintains high quality standards.
- Set the tone of voice for interactions with customers, courier partners, and merchants.
- Support the team by teaching and utilizing support tools efficiently.
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