Team Lead Customer Support Representative (English B2/German B2) in WOW24-7

WOW24-7 is an outsourcing company that provides services in the field of Customer Support.

Customer Support is to help customers solve any questions related to the product or services. The support department is the link between customers and the company, therefore it affects the quality of the product, the increase in sales, the desire of customers to repurchase the product, because quality support is part of the company's service.

We cooperate with technology companies and successful startups with more than 20 countries of the world, market leaders in Europe, the USA and Canada. Our expertise lies in the fact that we know how to combine an innovative solution and a human touch in every customer request. We strive to exceed the client's expectations and thank you for hearing "WOW" instead!

Why choose us?

• Friendly team consisting of more than 250 professionals in their field;
• Remote work format from any corner of Ukraine and the world;
• Mutual assistance to achieve a common goal result;
• Absence of micro-management and bureaucracy;
• Trust and responsibility when completing tasks;
• 24-7 communication with mentors and colleagues.
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We are looking for an experienced and proactive Team Lead Customer Support Representative who will not only provide quality customer support platforms, but will also play a key role in building and developing a strong, professional team.

Our client's project is a leading bike rental platform founded in 2014 in Copenhagen. The goal of the project is to shape the future of urban mobility by providing ecological, innovative and comfortable transport solutions. The project embodies the European values ​​of environmental friendliness, innovation and comfort, which allows to reduce city traffic jams, improve ecology and inspire residents and guests of the city to lead an active lifestyle and care for the environment.

Requirements:

• At least 2 years of experience in the field of customer support, of which at least 1 year in the role of lead.
• Proficiency in English and German languages ​​at B2+ level (written and oral communication).
• High level of interpersonal communication, ability to effectively solve customer problems, focusing to their needs and expectations.
• Ability to independently organize work processes and create a strategy for team development and motivation.
• Ability to work effectively with different types of customers and ensure a high level of service.
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• Experience with modern customer support and data analysis tools. Practical experience in technical fields or with SaaS projects will be a strong advantage.

Responsibilities:

In the role of Customer Support Representative (initial period within the study project):

• Ensuring quick and high-quality customer support using various channels (incoming calls and letters).
• Resolving or escalating technical issues.
• Identifying recurring issues and creating measures to improve service and prevent issues.

In the role Team Lead (as the team grows):

• Development documentation and debugging of support service processes.
• Organization of the adaptation process and trainings for new employees.
• Planning of team work schedules, ensuring quality service even in peak hours.
• Monitoring team performance and providing regular feedback to ensure high service standards.
• Providing support to team in solving complex or non-standard issues cases.
• Analysis of customer support metrics and preparation of reports.
• Cooperation and exchange of experience with other company departments to increase customer satisfaction and improve product performance.

Working conditions:

• Probationary period: two months.
• Schedule: Tuesday-Saturday , 11:00-19:00 (GMT+2). 
• Schedule for the adaptation period (1 month): Monday-Friday, 10:00-18:00 (GMT+2).