Support Team Lead

Role overview A fully remote leadership opportunity based in Serbia, guiding a customer support team that keeps a large multi-sided marketplace running smoothly between customers, courier partners, and merchants. The Team Lead combines people management, data-driven decision making, and a service-obsessed mindset to deliver consistently high-quality experiences across daily operations.

Responsibilities - Model customer-obsessed service by demonstrating what excellent interactions look like and coaching the team toward the same standard - Analyze operational and support data to surface trends, identify improvement opportunities, and translate findings into concrete actions - Hire, onboard, mentor, and manage team members, running performance conversations and keeping the team motivated against service goals - Collaborate closely with cross-functional partners and local market stakeholders to ensure end-to-end operations run smoothly - Spot opportunities to simplify reporting and processes using AI and automation, and help the team adopt new tools and technologies

Requirements - Proven leadership experience in customer support or customer experience - Strong analytical skills and the ability to turn data into clear, actionable improvements - Fluency in Serbian and English at C1 level or higher - A genuine people person who enjoys motivating, empowering, and developing others - Tech-savvy, comfortable learning and teaching new tools and systems - A positive, can-do attitude suited to a fast-paced, ever-changing environment, with the confidence to make decisions that protect SLAs and CSAT targets

Benefits and work setup - Fully remote position based in Serbia