Customer Support Team Lead

Customer Support · Ptuj, Slovenia
Department Customer Support
Employment Type Full-Time
Minimum Experience Mid-level

The career growth opportunity for a Customer Support Team Lead with strong leadership, management, technical, analytical, consultative and presentation skills.

The Customer Support Team Lead is responsible for the growth and development of Support team members. The Customer Support team is responsible for handling incoming chats and tickets from free users and paying customers, reaching out to free users to offer assistance, and providing additional support and setup assistance (eg building dashboards) to prospects and new customers.. The Team Lead is responsible for ensuring we respond to customers quickly, our support and service delivery is high-quality, that we’re handing off qualified buyers to the Sales Team and new customers to our onboarding team. The Team Lead does this primarily through training, inspection, coaching, and by providing hands-on assistance to the team.. 

Responsibilities of the Team Lead include: 

  • Observation and coaching of live chat
  • Coordination on next steps for engaged and qualified prospects
  • Coordination on the delivery of setup help
  • Development and maintenance of Support Processes and Services Playbooks 
  • Collaborating with the Support Manager and other Team Leads on cross-functional initiatives
  • Weekly 1:1s for direct reports to review work, offer guidance and help individuals learn new skills and responsibilities.

Excellent written and verbal English skills are a must.

Additionally, the ideal candidate has some of the following experiences and/or skills: 

  1. People and project management experience
  2. Training and/or coaching experience
  3. 3+ years experience in a customer support or sales role, ideally in a B2B software company
  4. Experience using popular marketing, sales and business SaaS software tools like Google Analytics, Facebook Ads, HubSpot, and any of our other 80+ integrations.
  5. Communicates effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  6. Drives engagement: Creating a climate where people are motivated to do their best to advance their careers, while helping the organization achieve its objectives.
  7. Develops Talent: Developing people to meet both their career goals and the organization’s goals.

Databox is a high-growth company with customers all over the world. The right person for the role will be eager to continue learning and advancing their career as they help drive the growth of the Company. 

This position is location-independent and also offers a flexible schedule. We currently have team members all over the world, with concentrations of team members in Slovenia, Serbia, USA, LATAM, and APAC regions. For team members based in Slovenia, we offer access to a co-working space in Ptuj with a well-stocked kitchen full of cold drinks, fresh fruit, and snacks.

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  • Location
    Ptuj, Slovenia
  • Department
    Customer Support
  • Employment Type
  • Minimum Experience