Customer Support Team Lead (English-Speaking)

We're on the lookout for a vibrant and enthusiastic English Speaking Customer Support Lead on behalf of our partners. If you're passionate about customer service, fluent in English, and ready to make a significant impact, this is the perfect role for you!

Main task is to manage English-speaking team members and control + improve the quality of conversations with the customers via the mail channels (chat + email + call)

Your Role :

🌟 Lead and mentor a team of customer support representatives, fostering a positive and high-performance culture.

📞 Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses.

📝 Maintain detailed records of customer interactions and issues, ensuring follow-up and resolution.

🔍 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.

Requirements

• Working experience in Customer Support / Service / Call Center
• Understanding the key metrics for a customer support team (team and personal metrics) : CSAT, SLA, FRT + NRT, HT, NPS and so on.
• Familiarity with tools such as Intercom, Slack, Google Workspace
• Excellent writing and speaking skills (English)
• Strong understanding of customer service operations, including ticketing systems, live chat, email, and phone support
• Analytical mindset with the ability to interpret СS performance metrics and implement improvements
• Strong problem-solving skills and the ability to handle escalations professionally
• Excellent communication and interpersonal skills, with fluency in English (additional languages are a plus)

Preferred Qualifications (not mandatory) :

Benefits