Team Lead, Customer Support

Eneba

Remote2 weeks ago

Customer SupportLead/ManagerFull-timeRemote

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About this role

About Eneba

At Eneba, we’re building an open, safe and sustainable marketplace for the gamers of today and tomorrow. Our marketplace supports close to 20m+ active users (and growing fast!), provides a level of trust, safety and market accessibility unparalleled to none. We’re proud of what we’ve accomplished in such a short time and look forward to sharing this journey with you. Join us as we continue to scale, diversify our portfolio, and grow with the evolving community of gamers.

About You

We are looking for an experienced and adaptable Team Leader to lead one of our B2C Customer Support teams. This team will be working with all the exciting products and services available in our digital marketplace. The ideal candidate will be a strong people leader, capable of guiding a team to high performance, while being able contribute positively towards our operational workflows.

As the representative of your team in all CS management conversations, and a representative of our department in all XFN matters, your communication skills need to be top notch.

Responsibilities

Guide and mentor customer support team members towards achieving operational goals.

Ensure excellent team communication, problem-solving, and professional etiquette skills for achieving the highest customer satisfaction.

Ensure customer complaints are resolved in the most professional manner.

Provide supervision and technical assistance to the customer service team to attain the highest levels of customer care and satisfaction.

Collaborate with the planning department on staffing and hiring procedures.

Perform employee reviews, appraisals, and participate in performance reviews.

Collaborate with managers from other departments to discuss issues and process improvements.

Ensure customers receive top-level service when interacting with support.

Monitor business and process metrics, measuring and managing customer support effectiveness.

Identify and implement improvements in user journeys, flows, and touchpoints to elevate overall customer experience.

Promote a culture of experimentation, feedback, and continuous improvement to adapt the support experience as products evolve.

Requirements

Experience with setting clear deliverables and supporting the team in achieving them, resulting in improved Customer Success Metrics.

Ability to inspire team members to look for continuous improvement by recognizing strengths and constantly unlocking growth opportunities.

Track record of building engagement and managing hybrid or fully remote teams.

Sense of urgency and appreciation for clear and timely communication with both teammates and cross-functional partners.

Empathetic team player, with a process-oriented mindset.

Great organizational and time-management skills.

Self-efficacy to make decisions and perform with little or no supervision.

Project management experience and ability to apply continuous improvement to customer service procedures and processes.

Experience leading teams of 10+ people is a plus.

Proven ability to lead teams through ambiguity and rapid change, with confidence in decision-making and communication.

Strong understanding of tone of voice principles and customer communication strategies.

Experience working with evolving or early-stage products, services, or startups is highly desirable.

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