Керівник служби підтримки клієнтів (німецька, англійська) в WOW24-7

Пряме повідомлення учасника, який розмістив вакансію, з 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 (SET, 10:00-18:00 Ukrainian time). Show more Show lessПосадовий рівень Старший середній рівень Тип зайнятості Повний робочий день Посадові обов’язки Інформаційні технології Галузі Аутсорсинг та офшоринговий консалтинг