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.