Customer Support Team Lead - German Speaking

At WeDoSupport, we don't just manage services - we support success. Founded in 2023 in Cyprus, our diverse international team of 120+ members specializes in customer support, AML and fraud prevention, KYC, and risk management, ensuring our clients' operations stay secure and efficient. Just as we support our clients, we support our team: with opportunities for growth, stability, rewards, relocation assistance, and a strong sense of community. Together, we do support, and we do it right. We'd love to have you with us.

At WeDoSupport we're on an exciting journey of growth and expansion into new markets. As we continue to thrive, we're seeking a passionate and experienced Customer Support Team Lead (German Speaker) to spearhead our efforts in delivering exceptional service to our valued customers. If you're ready to take on a leadership role in a dynamic and collaborative environment, this opportunity is for you!

Office Hours: Monday to Friday (9-18) with one shift (14-23) per week to support agents during peak periods.

Main Responsibilities:
• Provide leadership to a team of 20+ employees, fostering a positive and collaborative environment.
• Conduct training and development sessions for team members.
• Handle escalated complaints effectively.
• Monitor team performance and provide constructive feedback for improvement.
• Ensure smooth operation of customer support workflows, including ticket management, live chat, email responses, and phone support.
• Maintain quality assurance processes to uphold the highest service standards.
• Work towards monthly targets to improve key performance indicators such as Customer Satisfaction levels and response times.
• Assist the CS Department in achieving quarterly targets by suggesting and executing solutions.
• Collaborate internally and externally to address and resolve matters efficiently.
• Communicate with customers when necessary.
• Identify issues and implement solutions by analyzing data and customer feedback.
• Utilize data to identify trends and report findings to the Head of Support daily.

Must Skills:
• Excellent German and English proficiency.
• Experience managing CS agents handling chats and emails.
• Knowledge of CS processes and flows in chats.
• Strong communication and troubleshooting skills.
• Leadership, training, and multitasking abilities.
• Experience in data analysis.

Good to Have:
• Experience with ZenDesk.
• Advanced Excel knowledge.
• Experience in a call center.
• Public speaking skills.

We offer incredible benefits:

• Snacks in the Office;
• 24 days of vacation per year;
• Paid sick leave;
• Attractive office location and facilities;
• Private health insurance;
• Breakfasts and lunches in the office (partially paid for by the Company);
• Language classes (partially paid for by the Company);
• Social Club of the Company;
• Birthday, wedding, and newborn gifts;
• Team-building events and activities;

Your potential + our support = success. Let's make it happen!

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