Customer Support Team Leader

Summary

Join Futuremedia, a thriving digital company, as our Customer Support Team Leader! Reporting to the Head of Customer Support, you'll lead a team of specialists, ensuring excellent customer support throughout the customer lifecycle. This role demands at least 2-3 years of experience in a similar leadership position. You'll be responsible for defining and monitoring KPIs, establishing processes, conducting regular feedback sessions, and collaborating with other teams. We're seeking a detail-oriented, adaptable individual with strong leadership and problem-solving skills. This is a full-time, long-term position offering flexible hours and the ability to work from home.

Requirements

• Fluent English language, both spoken and written
• 3+ of experience in digital product support or IT-related customer support
• 2+ of proven leadership experience
• Experience in compiling internal documentation
• Experience in setting the team KPIs or OKRs
• Punctual, attentive to details with multitasking skills
• Flexible in working hours - being able to work in the morning, evening and weekends
• Ability to troubleshoot hardware and software issues
• Experience with multiple ticketing tools
• Experience with Jira and Confluence
• Ability to work with other departments (development, QA, HR, etc.) to improve support processes
• Experience in motivating, mentoring, and developing team members to improve performance and job satisfaction
• Experience in handling high-pressure situations, escalations, and critical incidents efficiently

Responsibilities

• Lead the team of support specialists
• Provide customer support to users via email
• Define and monitor KPIs / OKRs and make sure that they are met
• Establish strong relationships with team members
• Establish QA processes
• Establish new internal processes based on business needs
• Create a monthly schedule depending on the business needs
• Conduct regular 1x1s and provide constant feedback
• Analyze ticket trends and report insights
• Create monthly CS reports
• Investigate user problems and prepare reports for developers
• Learn and document information about users
• Gather user feedback and prepare reports for the product and dev teams
• Work closely with other teams, such as Product and QA
• Responsible for compiling the internal and external documentation
• Participate in hiring and onboarding new team members

Preferred Qualifications

• Experience in a remote leadership position
• Technical customer support experience

Benefits

• 22 days of paid annual leave per year
• Work on digital products generating millions of visitors monthly
• Flexible hours
• Work from home