Client Support Team Lead

Описание

Our partner the large developer is looking for a Client Support Team Lead to join their team.

Overview

We are looking for a motivated and collaborative Client Support Team Lead to help
coordinate and support our Business Support team. This role will involve guiding a small team of support representatives, handling client inquiries, and ensuring smooth day-to-day operations. The ideal candidate is experienced in client support, familiar with support tools, and eager to foster team cohesion and quality service.

Key Responsibilities:

• Serve as a point of contact for team members during client interactions, providing guidance on best practices and effective responses.
• Coordinate daily team activities, ensuring that client inquiries are managed promptly and efficiently through Intercom and our CRM system.
• Handle escalated client issues when necessary, working with other team members to resolve complex cases.
• Assist in creating and updating internal resources, such as support guides and FAQs, to empower the team in their roles.
• Provide feedback to team members, recognizing strengths and identifying areas for improvement to support skill development.
• Collaborate with the heads of business support to identify opportunities for team
  training, workflow improvement, and process optimization.

Key Requirements & Preferred Qualifications:

• Experience in a client support role, preferably within a B2B or tech-focused
  environment.
• Familiarity with Intercom, CRM systems, and/or KYC technology (or a strong interest in learning).
• Strong communication skills with a focus on problem-solving and team support.
• Ability to work collaboratively, providing peer support while assisting the manager with team coordination.
• Excellent time-management skills, with the ability to balance client needs with team priorities.
• Prior experience in a senior support role or as a mentor to other support
  representatives.
• A proactive approach to identifying client needs and proposing solutions.
• Interest in support process improvement and team-oriented service excellence.

Benefits:

• Competitive salary and benefits package.
• Remote work from anywhere in the world.
• Working hours: 07:30 - 15:30 / 15:00 - 23:00 GMT+3.
• Employment under a service contract.
• Prospects for career growth.
• Opportunities for professional development and career advancement.
• Collaborative and dynamic work environment.