Customer Support Team Leader (REMOTE)

We are Futuremedia, an established digital company with a tradition of developing and scaling highly competitive, high-traffic SaaS products used by millions of people and businesses worldwide.

Our team of professionals is at the forefront of technology, continually pushing boundaries to achieve excellence and success in the dynamic digital landscape.

As our Customer Support Team Leader you will report to the Head of Customer Support. The mission of our CS teams is to deliver excellent customer support journeys throughout the customer lifecycle, focusing on quality, customer satisfaction, and efficiency. This is a perfect role for someone who has a minimum of 2 to 3 years of experience in a Customer Support Team Lead position. We are looking for someone who loves helping people and is excited about the opportunity to work in a young, fast-growing company.

Responsibilities:

- Lead the team of support specialists

- Provide customer support to users via email

- Define and monitor KPIs / OKRs and make sure that they are met

- Establish strong relationships with team members

- Establish QA processes

- Establish new internal processes based on business needs

- Create a monthly schedule depending on the business needs

- Conduct regular 1x1s and provide constant feedback

- Analyze ticket trends and report insights

- Create monthly CS reports

- Investigate user problems and prepare reports for developers

- Learn and document information about users

- Gather user feedback and prepare reports for the product and dev teams

- Work closely with other teams, such as Product and QA

- Responsible for compiling the internal and external documentation

- Participate in hiring and onboarding new team members

- Fluent English language, both spoken and written

- 3+ of experience in digital product support or IT-related customer support

- 2+ of proven leadership experience

- Experience in compiling internal documentation

- Experience in setting the team KPIs or OKRs

- Punctual, attentive to details with multitasking skills

- Flexible in working hours - being able to work in the morning, evening and weekends

- Ability to troubleshoot hardware and software issues

- Experience with multiple ticketing tools

- Experience with Jira and Confluence

- Ability to work with other departments (development, QA, HR, etc.) to improve

support processes

- Experience in motivating, mentoring, and developing team members to improve performance and job

satisfaction

- Experience in handling high-pressure situations, escalations, and critical incidents efficiently

The following are a big plus:

- Experience in a remote leadership position

- Technical customer support experience

• Long-term, full-time position.
• 22 days of paid annual leave per year
• Work on digital products generating millions of visitors monthly
• Flexible hours
• Work from home