Ideal Candidate
Role:
We are looking for an results-driven Team Lead for our Customer Support team within the dynamic environment of food delivery services. In this role, you’ll ensure top-tier customer experiences, maintain operational efficiency, and drive the team's performance to meet and exceed key objectives.
Mandatory Skills and Abilities:
We are looking for an results-driven Team Lead for our Customer Support team within the dynamic environment of food delivery services. In this role, you’ll ensure top-tier customer experiences, maintain operational efficiency, and drive the team's performance to meet and exceed key objectives.
Mandatory Skills and Abilities:
- Proven experience in a team leadership or supervisory role within Customer Support, ideally in e-commerce or fast-paced services;
- Strong leadership, communication, and conflict resolution skills;
- Ability to prioritize tasks and make quick decisions under pressure;
- Proficient in both Romanian and English (spoken and written);
- Proactive, customer-oriented mindset with strong problem-solving abilities.
Job Description
Position Summary:
Enjoy the benefits of working with us:
- Lead, support, and motivate a team of customer support agents;
- Monitor performance metrics (KPIs) and ensure team targets are consistently met;
- Provide ongoing coaching, training, and performance feedback to team members; responsible for ensuring that agents/coordinators follow the established work procedures correctly;
- Collaborate with cross-functional teams (Operations, Marketing, Tech, etc.) to resolve complex customer inquiries;
- Identify areas for process improvement and contribute to operational optimization;
- Manage escalated issues, ensuring swift and satisfactory resolution for customers;
- Assist in hiring, onboarding, and mentoring new team members;
- Prepare and present performance reports, offering insights and action plans where needed.
Enjoy the benefits of working with us:
- Medical subscription - Regina Maria;
- Meal tickets;
- Monthly budget for sports activities;
- Bookster & Hillo;
- Extra days off;
Company Description
If you’re passionate about leadership, thrive in a fast-moving environment, and are committed to delivering outstanding customer experiences, we’d love to hear from you!
