Support Team Lead

Role overview

Lead a customer support team serving a multi-sided marketplace, helping customers, delivery partners, and merchants resolve issues and have reliable experiences. The role combines people leadership and day-to-day performance management with analysis and operational improvement. The position is based in Romania.

Responsibilities

- Coach, motivate, and develop support specialists, setting a strong example for customer-focused service. - Hire and onboard new team members and support their growth through mentoring. - Track service levels and customer satisfaction, using performance data to spot trends and areas for improvement. - Turn findings into practical plans and follow through on changes to support operations and processes. - Coordinate with local stakeholders and other teams to resolve issues and improve service delivery. - Identify useful applications for automation and AI tools to make support work more efficient.

Requirements

- Leadership experience in customer support or customer experience. - Fluency in Romanian and English, at C1 level. - Strong communication and coaching skills, with the ability to motivate and empower a team. - Analytical ability to interpret performance data and translate it into action. - Comfort making decisions, managing performance, and learning new tools and systems. - A proactive, hands-on approach and the ability to adapt in a fast-changing environment.