Tirane, Team Lead
- Tirane
- Tipi
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- me orar te plote
- Fusha | Profili i punes
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- Sherbim Klienti
- Gjuha
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- anglisht
- Eksperienca
- vetem me eksperience
We’re looking for a motivated and empathetic Customer Support Team Lead to guide our frontline support team. In this role, you will be responsible for coaching and mentoring customer support agents, optimizing daily operations, and ensuring an outstanding experience for every customer. You’ll play a key role in scaling our support function while maintaining the highest standards of service.
Responsibilities:
Whatssapp at: +355692048214
Cel. : +355692048214
Responsibilities:
- Lead, coach, and motivate a team of customer support agents to meet and exceed KPIs (response time, resolution time, CSAT, etc.).
- Conduct regular one-on-one meetings with team members to provide feedback, set performance goals, and support professional growth.
- Oversee day-to-day workflows to ensure timely and effective handling of inquiries across multiple channels (email, chat, etc.).
- Monitor and report on team performance, identifying trends and areas for improvement.
- Collaborate with cross-functional teams (Finance, Risk, Compliance, Product) to resolve recurring issues and improve overall customer experience.
- Support recruitment, onboarding, and ongoing training of support team members.
- Champion a customer-first culture, inspiring your team to go above and beyond for our users.
- 2+ years of experience in a customer support leadership role, ideally within fintech or a fast-paced startup environment.
- Proven track record of managing support teams and driving measurable performance improvements.
- Strong communication skills — empathetic, clear, and able to resolve conflicts constructively.
- Ability to lead by example, building trust with both customers and team members.
- Analytical mindset with experience working with support performance metrics and reports.
- Fluent in English (both written and spoken).
Whatssapp at: +355692048214
Cel. : +355692048214