Customer Support Team Leader (VAC-A3409)

Job description

Our client, an online casino in Limassol, is looking to hire a Customer Support Team Leader to oversee and guide our customer support representatives. In this role, you will be responsible for ensuring excellent service standards, monitoring support performance, coaching the team, and driving customer satisfaction.

Job Duties

Responsibilities:

Lead, mentor, and develop a team of customer support agents to deliver outstanding service.

Monitor daily operations and team performance through KPIs (response time, resolution rate, CSAT, etc.).

Handle escalated customer issues and ensure quick and effective resolution.

Develop and maintain support documentation, procedures, and knowledge bases.

Conduct regular 1:1s, performance reviews, and training sessions for team members.

Collaborate with other departments (Product, Sales, Tech) to escalate and resolve customer issues.

Analyze support trends and customer feedback to suggest improvements.

Schedule team shifts to ensure adequate coverage, including holidays and weekends if required.

Drive initiatives to improve efficiency, reduce response times, and increase customer satisfaction.

Job Requirements

Requirements:

Bachelor's degree in Business, Communications, or a related field.

Experience in SaaS, eCommerce, or tech industry.

Proven experience in a customer support or contact center environment, with at least 1–2 years in a leadership role.

Strong communication, interpersonal, and conflict resolution skills.

Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

Familiarity with support platforms (e.g., Zendesk, Freshdesk, Intercom, Salesforce).

Experience analyzing customer service metrics and using them to improve performance.

Positive attitude, proactive mindset, and a passion for leading teams.

Multilingual abilities are a plus.

Bachelor's degree in Business, Communications, or a related field.

Experience in SaaS, eCommerce, or tech industry

EU-citizenship

Located in Cyprus

Ability to work full-time on-site in Limassol.

Working hours:

The working hours are 9am – 6pm (onsite role)

TO APPLY for this job opportunity, send your CV (in English please) and include the reference: Customer Support Team Leader - VAC-A3409. We look forward to hearing from you!