Support team Lead

Role overview Lead a customer support team in Serbia, guiding its day-to-day work and helping maintain a responsive, high-quality service. The role combines people management, operational oversight, performance analysis, and coordination with support leadership.

Responsibilities - Lead and develop a team of up to 30 support associates through regular one-to-ones, feedback, and team-building activities. - Oversee daily support operations and maintain processes that help resolve customer inquiries promptly. - Work with support managers and fellow team leads on plans to improve customer satisfaction and operational efficiency. - Contribute to hiring, onboarding, training, and ongoing development of team members. - Review service and performance metrics, then share findings with senior leadership. - Step in during urgent situations to help maintain service coverage and quality.

Requirements - Experience managing people in a customer support environment, with the ability to motivate a team and improve performance. - Clear written and verbal communication, with the ability to adapt messages to different audiences. - Ability to interpret operational data and use it to guide decisions. - Strong customer focus and a record of supporting or improving customer satisfaction. - Adaptability and flexibility to handle unexpected issues and occasional changes in working hours.

Nice to have - Hands-on experience working customer support shifts. - Familiarity with customer support software and tools.

Benefits and work setup - Regular working hours, with work outside those hours expected only for emergencies. - Occasional remote work is available under the office attendance policy; designated office days must be observed.