Team Lead (Support - Quality Control)

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 assesses performance
• Providing help to management, including hiring and training, and keeps management updated on team performance
• Communicating concerns and policies among management and team member
• Searching for process/procedure optimisation and work improvement of the team
• Meeting company's SLA's
• Performing effective people management (one-to-ones, coaching, career development)
• Assisting management with hiring processes and new team member training
• Exercising daily/weekly control and monitoring of the operations (timely reaction on different situations)
• Performing deep-dives on SLAs and provide 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 and at least one other European language
• Experience in customer support
• At least 1 year of experience in managing a team (5 -10 FTEs)
• Experience in leading projects
• 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
• Ability to work well as part of a team in a fast-paced environment
• Ability to learn fast and solve problems independently
• Bachelor's degree or equivalent
• Proven record of improving SLAs for support teams
• Experience in working with data analysis and dashboards
• Strong communication skills, great numeracy and IT skills