B2B Customer Care Team Lead - Streaming Platform

Bedrock Streaming; Lisboa; Híbrido; EUR 50 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Office in Lisbon

Flexible work options

Resumo da oferta

Bedrock Streaming seeks a B2B Customer Care Team Lead – Level 1 in Lisbon to lead a dedicated 4-person L1 support team, optimize queue operations, and serve as the bridge between front-line support and L2/Engineering. You will drive rapid responses, high first-contact resolution, and continuous improvement of knowledge resources.

The ideal candidate has hands-on experience in B2B support operations within tech, with proficiency in Zendesk/Jira Service Desk/Freshdesk, and proven leadership

Qualificações

• Experience in B2B customer support operations within fast-paced tech.
• Proficiency with Zendesk, Jira Service Desk or Freshdesk.
• Demonstrated leadership and mentoring abilities.

Responsabilidades

• Lead, coach, and organize a 4-L1 B2B Customer Support Specialist team.
• Manage queue operations, ensure First Response Time SLAs and high FCR.
• Coordinate with L2/Engineering and stakeholders for escalations.
• Track KPIs and drive process improvements in front-line support.

Conhecimentos

B2B support operations

Zendesk

Jira Service Desk

Freshdesk

Leadership

IT incident triage

Communication skills

Descrição da oferta de emprego

Bedrock Streaming seeks a B2B Customer Care Team Lead – Level 1 in Lisbon to lead a dedicated 4-person L1 support team, optimize queue operations, and serve as the bridge between front-line support and L2/Engineering. You will drive rapid responses, high first-contact resolution, and continuous improvement of knowledge resources.

The ideal candidate has hands-on experience in B2B support operations within tech, with proficiency in Zendesk/Jira Service Desk/Freshdesk, and proven leadership