Team Lead, Customer Support
Job Summary
Job Description
The Team Lead, Customer Support will lead a specialized customer support team working with new and evolving products and services, requiring a proactive and strategic approach. Responsibilities include guiding team members, ensuring excellent communication and problem-solving, resolving customer complaints, providing technical assistance, collaborating with other departments, and monitoring business metrics. The ideal candidate will help define a tailored tone of voice and service strategy that meets the evolving needs of our users. This role involves leading a team through ambiguity, promoting continuous improvement, and shaping offerings from a support lens.
Must have:
- Experience in the P2E market setting.
- Experience with setting clear deliverables.
- Ability to inspire team members.
- Track record of building engagement and managing teams.
- Sense of urgency and clear communication skills.
- 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.
Good to have:
- 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.
3 skills required
Job Details
About Eneba
We’re building an open, safe and sustainable marketplace for the gamers of today and tomorrow. Our marketplace supports more than 10m+ active users (and growing fast!), provides a level of trust, safety and market accessibility unparalleled to none. We’re proud of what we’ve accomplished in such a short time and look forward to sharing this journey with you. Join us as we continue to scale, diversify our portfolio, and grow with the evolving community of gamers.
About You
We are looking for an experienced and adaptable Team Leader to head our specialised Customer Support team. This team will be working with new and exciting products and services that are often in early stages of development, requiring a proactive and strategic approach to customer service delivery. The ideal candidate will be a strong people leader, capable of guiding a high-performing team, improving operational workflows, and helping define a tailored tone of voice and service strategy that meets the evolving needs of our users.
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.
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.
- 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.
€24,000 - €36,000 a year
*Salary ranges may vary. We’re seeking candidates with varied experience levels; from individual contributors to functional leaders in this space.
*We’re an international team and our business language of choice is English. Good English level is required, proficiency is preferred.
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