At WeDoSupport, we're on an exciting journey of growth and expansion into new markets. As we continue to thrive, we're seeking a passionate and experienced Customer Support Team Lead to spearhead our efforts in delivering exceptional service to our valued customers. If you're ready to take on a leadership role in a dynamic and collaborative environment, this opportunity is for you! 🚀

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🕘 Office Hours: Monday to Friday (9-18) with one shift (14-23) per week to support agents during peak periods.

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✅ Main Responsibilities:

• Provide leadership to a team of 20+ employees, fostering a positive and collaborative environment.
• Conduct training and development sessions for team members.
• Handle escalated complaints effectively.
• Monitor team performance and provide constructive feedback for improvement.
• Ensure smooth operation of customer support workflows, including ticket management, live chat, email responses, and phone support.
• Maintain quality assurance processes to uphold the highest service standards.
• Work towards monthly targets to improve key performance indicators such as Customer Satisfaction levels and response times.
• Assist the CS Department in achieving quarterly targets by suggesting and executing solutions.
• Collaborate internally and externally to address and resolve matters efficiently.
• Communicate with customers when necessary.
• Identify issues and implement solutions by analyzing data and customer feedback.
• Utilize data to identify trends and report findings to the Head of Support daily.

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✅ Must Skills:

• Experience managing CS agents handling chats and emails.
• Knowledge of CS processes and flows in chats.
• Strong communication and troubleshooting skills.
• Excellent English proficiency.
• Leadership, training, and multitasking abilities.
• Experience in data analysis.

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✅ Good to Have:

• Experience with ZenDesk.
• Advanced Excel knowledge.
• Experience in an iGaming call center.
• Public speaking skills.

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✅ We offer incredible benefits:

💻 Learning and development opportunities with challenging tasks.

📝 Official employment in compliance with Cyprus and EU laws, including family member registration.

✈️ Comprehensive relocation package, covering tickets and a two-week hotel stay.

🏋️‍♂️ On-site company fitness corner for employees.

📚 Language skills development program with partial compensation for classes.

🎁 Special birthday celebration gift.

🏝 Generous 24 days of annual vacation for proper rest.

🍲 Enjoy breakfasts and lunches in the office, partially covered by the company.‍

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Ready to lead our customer support team to new heights? Join us at WeDoSupport and be part of our journey to excellence! Apply now! 🚀