Team Lead Customer Support (German, English) in WOW24-7

Direct message from the member who posted the job with WOW24-7 Tetiana Momot Tetiana Momot 🦋 Recruitment Specialist at WOW24-7 We are looking for a Team Lead Customer Support (German and English) to provide excellent service for our project. The client is a leading bike-sharing platform dedicated to revolutionizing urban mobility. Founded in Copenhagen in 2014, we provide easy and sustainable transportation solutions across various European cities. "We aim to integrate bike-sharing into urban transport networks, reducing traffic congestion and contributing to greener cities". Requirements:✔️Proven experience in customer support, with at least 1 year in a leadership role.✔️Strong communication and problem-solving skills with a customer-first mindset.✔️Ability to work independently and lay the groundwork for a growing team.✔️Experience with customer support tools and data analysis.✔️English at least B2.1, German B2.2✔️Tech-oriented mindset and previous experience with SaaS projects will be a plus.Responsibilities:Customer Support (Initial Phase):➖Provide direct customer support, addressing inquiries and resolving issues promptly and professionally.Handle incoming tickets, calls, and emails to ensure customer satisfaction.Troubleshoot technical issues and escalate them to relevant teams as necessary.Identify recurring issues and suggest improvements to prevent them.Team Leadership (As the Team Grows):Onboard and train new customer support agents, ensuring they have the knowledge and skills to succeed.Lead by example, demonstrating best practices in customer support.Monitor team performance and provide regular feedback to ensure high standards of service.Manage team schedules, ensuring adequate coverage during peak times.Handle escalated customer issues and guide the team in effectively resolving complex cases. General Responsibilities: ➖Develop and document customer support processes and workflows. ➖Analyze support metrics and prepare reports to identify trends and areas for improvement. ➖Collaborate with other departments to enhance the customer experience and provide feedback on product or service improvements. ➖Ensure the team is aligned with the company's mission of promoting sustainable urban mobility.Work conditions:✔️Remote work.✔️The probation period is two months.✔️Schedule: Tue-Sat 10:00-18:00 (SET, 11:00-19:00 Ukrainian time).✔️Onboarding period (1 month): Mon-Fri 9: 00-17:00 (SAT, 10:00-18:00 Ukrainian time). Show more Show lessPosition level Senior secondary level Type of employment Full time Job duties Information technologies Industries Outsourcing and offshoring consulting