Team Lead, Customer Support

Summary

Join Eneba, a rapidly growing marketplace for gamers, as an experienced and adaptable Team Leader for our specialized Customer Support team. You will guide a high-performing team supporting new and evolving products, improve operational workflows, and define a tailored service strategy. The ideal candidate is a strong people leader with experience in the P2E market and a proven ability to lead teams through ambiguity and rapid change. You will mentor team members, resolve customer complaints, collaborate with other departments, and monitor key metrics. This role requires experience leading teams of 10+ people, project management skills, and a strong understanding of customer communication strategies. Eneba offers competitive salary, employee stock options, various bonus systems, paid volunteering opportunities, flexible work location, and opportunities for personal and professional growth.

Requirements

• Previous experience in the P2E market setting
• Experience with setting clear deliverables and supporting the team in achieving them, resulting in improved Customer Success Metrics
• Ability to inspire team members to look for continuous improvement by recognizing strengths and constantly unlocking growth opportunities
• Track record of building engagement and managing hybrid or fully remote teams
• Sense of urgency and appreciation for clear and timely communication with both teammates and cross-functional partners
• Empathetic team player, with a process-oriented mindset
• Great organizational and time-management skills
• Self-efficacy to make decisions and perform with little or no supervision
• Project management experience and ability to apply continuous improvement to customer service procedures and processes

Responsibilities

• Guide and mentor customer support team members towards achieving operational goals
• Ensure excellent team communication, problem-solving, and professional etiquette skills for achieving the highest customer satisfaction
• Ensure customer complaints are resolved in the most professional manner
• Provide supervision and technical assistance to the customer service team to attain the highest levels of customer care and satisfaction
• Collaborate with the planning department on staffing and hiring procedures
• Perform employee reviews, appraisals, and participate in performance reviews
• Collaborate with managers from other departments to discuss issues and process improvements
• Ensure customers receive top-level service when interacting with support
• Monitor business and process metrics, measuring and managing customer support effectiveness
• Lead a specialist team that supports highly ambiguous and evolving products and services, ensuring flexibility and adaptability in approach
• Support the development of a tailored and consistent tone of voice that aligns with the brand and resonates with specific customer segments
• Identify and implement improvements in user journeys, flows, and touchpoints to elevate overall customer experience
• Collaborate closely with product and service design teams to help shape offerings from a support lens, ensuring seamless handovers and feedback loops
• Promote a culture of experimentation, feedback, and continuous improvement to adapt the support experience as products evolve

Preferred Qualifications

• Experience leading teams of 10+ people is a plus
• Proven ability to lead teams through ambiguity and rapid change, with confidence in decision-making and communication
• Strong understanding of tone of voice principles and customer communication strategies
• Experience working with evolving or early-stage products, services, or startups is highly desirable

Benefits

• Opportunity to join our Employee Stock Options program
• Various bonus systems: performance-based, referral, additional paid leave, personal learning budget
• Paid volunteering opportunities
• Work location of your choice: office, remote, opportunity to work and travel
• Personal and professional growth at an exponential rate supported by well-defined feedback and promotion processes