Customer Support Team Lead - German Speaking

WeDoSupport; Warszawa; On-site; PLN 120,000 - 180,000; Full time

Job summary

A customer support company in Warsaw is seeking a Customer Support Team Lead who is proficient in both German and English. The role involves leading and training a team of over 20 customer support agents, ensuring high service quality, and meeting performance targets. Ideal candidates should have strong communication and leadership skills, and experience in data analysis. Benefits include paid vacations, health insurance, and team-building activities.

Benefits

Snacks in the Office

24 days of vacation per year

Paid sick leave

Private health insurance

Team-building events

Social Club of the Company

Qualifications

• Excellent German and English proficiency.
• Experience managing customer support agents.
• Knowledge of customer support processes and flows.

Responsibilities

• Provide leadership to a team of 20+ employees.
• Conduct training and development sessions for team members.
• Monitor team performance and provide constructive feedback.

Skills

German proficiency

English proficiency

Leadership

Communication

Data analysis

Troubleshooting

Tools

ZenDesk

Job description

Warsaw, Poland

At WeDoSupport, we don’t just manage services – we support success. Founded in 2023 in Cyprus, our diverse international team of 120+ members specializes in customer support, AML and fraud prevention, KYC, and risk management, ensuring our clients’ operations stay secure and efficient. Just as we support our clients, we support our team: with opportunities for growth, stability, rewards, relocation assistance, and a strong sense of community. Together, we do support, and we do it right. We’d love to have you with us.

Customer Support Team Lead (German Speaker)

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

Main Responsibilities

• Provide leadership to a team of 20+ employees, fostering a positive and collaborative environment.
• Conduct training and development sessions for team members.
• 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.

Must Skills

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

Good to Have

• Experience with ZenDesk.
• Experience in a call center.

Benefits

• Snacks in the Office
• 24 days of vacation per year
• Paid sick leave
• Attractive office location and facilities
• Private health insurance
• Breakfasts and lunches in the office (partially paid for by the Company)
• Language classes (partially paid for by the Company)
• Social Club of the Company
• Birthday, wedding, and newborn gifts
• Team-building events and activities

Your potential + our support = success. Let’s make it happen!