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Customer Service
Team Lead of Customer Support
@PayDo
[Hiring] Team Lead of Customer Support @PayDo
Mar 18, 2025 - PayDo is hiring a remote Team Lead of Customer Support. 💸 Salary: unspecified. 📍Location: Europe, Ukraine.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a Customer Support Team Lead, you will play a crucial role in shaping our customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team.
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Team Leadership and Management:
- Lead, mentor, and inspire a team (currently consisting of L1 and L2 Customer Support Representatives) to achieve performance goals and deliver exceptional service.
- Provide guidance, coaching, and ongoing training to the team members to enhance their skills and knowledge.
- Foster a positive and collaborative team culture that emphasises accountability and a customer-centric approach.
- Implement required staff rotations, hiring, and lay-offs based on updated performance metrics.
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Customer Experience Strategy:
- Identify opportunities to enhance the customer experience through innovative support solutions and process improvements.
- Implement strict SLAs for customer service requests processing and develop functional QA monitoring mechanisms.
- Analyse customer feedback and support metrics to identify trends, internal issues, and areas for improvement.
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Operational Excellence:
- Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues in accordance with established SLAs.
- Restructure the performance evaluation process (OKRs/KPIs) and align it with company goals.
- Quality assurance and ongoing improvement.
- Implement tools, technologies, and workflows to optimise support processes and enhance productivity.
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Cross-functional Collaboration:
- Collaborate closely with other departments, including product development via DTO, Sales/Account Management and Compliance to ensure a seamless customer experience across all touchpoints.
- Overtake essential customer requests and inquiries from Compliance and Account Management teams.
- Act as a customer advocate within the organisation, representing the customer's voice in decision-making processes and product development initiatives.
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Sales Expansion and Strategy:
- Acquire new B2B clients by growing, maintaining, and leveraging warm leads, converting them into sales opportunities.
- Identify features of target business verticals in order to offer the most suitable solution for the potential client.
- Prepare and organize sales materials, including presentations and proposals.
- Present and pitch products to potential clients.
- Schedule and attend meetings with potential clients to discuss their needs and introduce PayDo's solutions.
- Prepare offers, agreements and invoices.
- Work closely with Account managers, Support, Compliance and Operations teams to support product enhancements and identify new business opportunities.
- Work with CRM (Zendesk Sell).
- Provide periodic updates and report to the Head of Department.
- Achieve weekly/monthly KPI’s.
Qualifications
- Experience in a similar managerial position on an international level.
- Proven experience leading and motivating high-performing teams (7+ people).
- Ability to foster a positive and collaborative team culture.
- Deep understanding of customer needs and expectations.
- Ability to identify areas for improvement and implement innovative solutions.
- Ability to develop and implement policies and procedures.
- Proficiency in relevant software and tools (e.g., CRM systems, analytics tools).
- Financial and Business Acumen.
Requirements
- CV screening → TA Intro call (up to 45 mins) → Tech Interview (up to 60 mins) → Final Interview with CEO → Job offer → Welcome on board.
Benefits
- Monthly investment in your English learning.
- Yearly allocation for advancing your professional expertise.
- Transparent career growth with opportunities to achieve Lead roles within 1 year, Head roles in 2 years, and even C-level within 4 years, based on exceptional performance.
- Performance reviews are anchored in KPIs, ensuring recognition is merit-based.
- Days of paid vacation annually, with the flexibility to transfer unused days or receive compensation.
- Days of paid sick leave annually, accommodating emergencies and medical needs.
- Additional holidays aligned with your local calendar.
- Multiple payment options, including Private Entrepreneurship accounts or popular e-wallets.
Company Description
Become part of a global team redefining FinTech. Your expertise, passion, and ideas will shape the future of payments with PayDo!
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| 📍 | Be aware of the location restriction for this remote position: Europe, Ukraine |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Europe, Ukraine
|
|
Job Type
unspecified
|
Posted
Mar 18, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Europe, Ukraine |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
