Customer Support Team Leader

What tasks await you?

Zarządzenie about 8-person team, i.e.:

• Recruiting and onboarding new people
• Leading regular one-on-one meetings with all team members to build relationships and give and receive feedback
• Analyzing and reporting results - helping us be even better! We're a data-driven company, measuring our work, working on specific KPIs
• Work on improving the quality of conversations and customer service. You will conduct call recordings, complete coaching cards and provide feedback based on the information gathered. And then you'll ensure it's implemented :)
• Developing people in the team - we have developed career paths, frameworks that will help you with this. We set up development plans, engage people in additional projects, all to make them grow with us and stay longer.
• Being the voice of the Customer in conversations with product creators and change makers in operational processes, so our customers' experience is even better.

Participation in interdepartmental and international projects - you'll have close cooperation not only with the Manager of Customer Care. You will realize common projects with the Customer Care, Sales, Product teams, and many others.

Proactivity and proposing improvements in processes - you'll have the opportunity to provide feedback and present your ideas.

Participation in meetings with customers and their onboarding - our team leaders want to be up-to-date with customer needs, propose improvements in the process.

Handling complaints - you'll be a support for the team in difficult cases.