Customer Support Team Lead: Build, Mentor & Optimize CX

Fun Project; Województwo pomorskie; Sur place; PLN 120 000 - 180 000; Plein temps

Résumé du poste

Lebull is seeking a Customer Support Team Lead to build and guide a high-performing support team. You will oversee daily operations, coach frontline staff, and ensure outstanding customer experiences across channels.

You will monitor KPIs such as response time, CSAT, and resolution rate, optimise processes, handle complex issues, collaborate with product and sales, and participate in hiring and onboarding to scale the team.

Qualifications

• Experience leading a customer support team.
• Strong people management and communication skills.
• Experience with customer support platforms and CRM systems.
• Analytical and problem-solving mindset.
• Ability to manage priorities in fast-paced environments.
• Experience in digital industries is a plus.

Responsabilités

• Lead and support the daily operations of the Customer Support team.
• Coach, mentor, and develop team members.
• Monitor KPIs such as response time, resolution time, CSAT, and service quality.
• Optimise support processes and workflows.
• Handle escalated customer issues and complex cases.
• Collaborate with other departments to improve customer experience.
• Support recruitment, onboarding, and training of new team members.
• Ensure high service standards across all customer communication channels.

Connaissances

Leadership

People management

Communication

CRM systems

Analytical thinking

Prioritization

English

Outils

CRM platforms

Support platforms

Description du poste

Lebull is seeking a Customer Support Team Lead to build and guide a high-performing support team. You will oversee daily operations, coach frontline staff, and ensure outstanding customer experiences across channels.

You will monitor KPIs such as response time, CSAT, and resolution rate, optimise processes, handle complex issues, collaborate with product and sales, and participate in hiring and onboarding to scale the team.