Team Lead, Customer Support

2 Months ago • All levels • Customer Service

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.

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.

Similar Jobs

Trek - Master Mechanic

Trek

Waterloo, Wisconsin, United States (On-Site)
1 Year ago
Biestas - Business Developer

Biestas

Manchester, England, United Kingdom (On-Site)
2 Months ago
AGBO - Coordinator, People & Culture

AGBO

Los Angeles, California, United States (On-Site)
2 Months ago
HHA Exchange - Customer Success Manager

HHA Exchange

New York, New York, United States (On-Site)
2 Months ago
Axon - Principal Product Designer, AI Features

Axon

Seattle, Washington, United States (Remote)
2 Weeks ago
luxsoft - Junior Application Support Specialist

luxsoft

Romania (Remote)
1 Month ago
PayPal - Sr Specialist, Voice of Customer

PayPal

Chicago, Illinois, United States (Hybrid)
1 Month ago
playrix  - Customer Support Representative (German)

playrix

Georgia (Remote)
8 Months ago
truecaller - Lead - Customer Success

truecaller

Mumbai, Maharashtra, India (On-Site)
2 Months ago
dun bradstreet - Customer Service Representative

dun bradstreet

Helsinki, Uusimaa, Finland (Hybrid)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Scopely - Director, Cloud FinOps

Scopely

Canada (Remote)
5 Months ago
Hudl - Engineering Manager

Hudl

Lexington, Kentucky, United States (Hybrid)
2 Months ago
Aptive - Design Quality Engineer

Aptive

Kraków, Lesser Poland Voivodeship, Poland (On-Site)
1 Week ago
Ion - Project Manager - PS

Ion

London, England, United Kingdom (On-Site)
9 Months ago
bytedance - Lark APAC Integrated Marketing Intern

bytedance

Singapore (On-Site)
3 Months ago
Penumbrainc - Data Warehouse Developer

Penumbrainc

Warsaw, Masovian Voivodeship, Poland (Hybrid)
4 Months ago
Playdawn Consulting - Performance Marketing Executive

Playdawn Consulting

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Axon - Pricing Analyst - NPI

Axon

Washington, District Of Columbia, United States (Hybrid)
2 Weeks ago
gismart - Support Manager

gismart

(Remote)
2 Months ago
Adyen - Senior Commercial Business Manager

Adyen

Amsterdam, North Holland, Netherlands (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Worldwide

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Customer Service Jobs

Mixpanel - Customer Success Architect

Mixpanel

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
1 Week ago
Maersk - Customer Success Partner

Maersk

The Woodlands, Texas, United States (Hybrid)
1 Week ago
Canva - Scaled Customer Success Manager

Canva

Austin, Texas, United States (On-Site)
2 Weeks ago
NinjaVan - Executive, Fulfilment (Customer Success)

NinjaVan

Subang Jaya, Selangor, Malaysia (On-Site)
1 Month ago
Netomi - Customer Success Manager

Netomi

Gurugram, India (Remote)
1 Month ago
NBC Universal - Post Support Technician

NBC Universal

Centennial, Colorado, United States (Hybrid)
1 Month ago
USE Insider - Associate Customer Success Manager

USE Insider

Istanbul, İstanbul, Türkiye (On-Site)
9 Months ago
OKX - Specialist, Customer Service (API Support)

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
2 Months ago
Ethos Life - Customer Support Manager

Ethos Life

Bengaluru, Karnataka, India (On-Site)
2 Months ago
NinjaVan - Customer Service Agent Yogyakarta

NinjaVan

Yogyakarta, Special Region Of Yogyakarta, Indonesia (On-Site)
9 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Explore gaming industy jobs in one of the leading Game Studios.

Kaunas, Kaunas County, Lithuania (Hybrid)

Kaunas, Kaunas County, Lithuania (Remote)

Kaunas, Kaunas County, Lithuania (On-Site)

View All Jobs

Get notified when new jobs are added by Eneba Games

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug