Team Lead (Account Protection Support)

What you’ll be doing:

• Managing and leading a team of employees
• Communicating company goals, safety practices, and deadlines to the team
• Motivating team members and assessing performance
• Providing help to management, including hiring and training, and keeping management updated on team performance
• Communicating concerns and policies among management and team members
• Searching for process/procedure optimisation and work improvement of the team
• Meeting company SLAs
• Performing effective people management (one-to-ones, coaching, career development)
• Assisting management with hiring processes and new team member training
• Daily/weekly control and monitoring of the operations (timely reaction on different situations)
• Performing deep-dives on SLAs and providing RCA/trends/actions for their improvement
• Challenging process/procedures in context of continuous improvement
• Acting as point of contact for any internal and external escalations

What you'll need:

• Fluency in English
• A Bachelor's degree or equivalent
• Prior customer support experience
• 1+ year of experience in managing a team (5 -10 FTEs)
• Experience leading projects
• An exceptional understanding of customer service, technical issue resolution, and support best practices
• Empathy and love for helping people
• Strong attention to detail and analytical skills
• To be driven and self-motivated with a highly flexible team player attitude
• To be a self-learning, independent problem-solver
• A proven record of improving SLAs for support teams
• Experience working with data analysis and dashboards
• Strong communication skills
• Great numeracy and IT skills