At WeDoSupport, we're on an exciting journey of growth and expansion into new markets. As we continue to thrive, we're seeking a passionate and experienced Customer Support Team Lead (Croatian Speaker) to spearhead our efforts in delivering exceptional service to our valued customers. If you're ready to take on a leadership role in a dynamic and collaborative environment, this opportunity is for you! 🚀
🕘 Office Hours: Monday to Friday (9-18) with one shift (14-23) per week to support agents during peak periods.
✅ Main Responsibilities:
- Provide leadership to a team of 20+ employees, fostering a positive and collaborative environment.
- Conduct training and development sessions for team members.
- Handle escalated complaints effectively.
- Monitor team performance and provide constructive feedback for improvement.
- Ensure smooth operation of customer support workflows, including ticket management, live chat, email responses, and phone support.
- Maintain quality assurance processes to uphold the highest service standards.
- Work towards monthly targets to improve key performance indicators such as Customer Satisfaction levels and response times.
- Assist the CS Department in achieving quarterly targets by suggesting and executing solutions.
- Collaborate internally and externally to address and resolve matters efficiently.
- Communicate with customers when necessary.
- Identify issues and implement solutions by analyzing data and customer feedback.
- Utilize data to identify trends and report findings to the Head of Support daily.
✅ Must Skills:
- Excellent Croatian and English proficiency.
- Experience managing CS agents handling chats and emails.
- Knowledge of CS processes and flows in chats.
- Strong communication and troubleshooting skills.
- Leadership, training, and multitasking abilities.
- Experience in data analysis.
✅ Good to Have:
- Experience with ZenDesk.
- Advanced Excel knowledge.
- Experience in a call center.
- Public speaking skills.
✅ We offer incredible benefits:
💻 Learning and development opportunities with challenging tasks.
📝 Official employment in compliance with Cyprus and EU laws, including family member registration.
🏋️♂️ On-site company fitness corner for employees.
📚 Language skills development program with partial compensation for classes.
🎁 Special birthday, wedding, and newborn celebration gifts.
🏝 Generous 24 days of annual vacation for proper rest.
🍲 Enjoy breakfasts and lunches in the office, partially covered by the company.
Ready to lead our customer support team to new heights? Join us at WeDoSupport and be part of our journey to excellence! Apply now! 🚀
