Team Lead Customer Support

• 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.

• 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.

• Medical subscription - Regina Maria;
• Meal tickets;
• Monthly budget for sports activities;
• Bookster & Hillo;
• Extra days off;

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!