Customer Support Team Manager

8 hours ago


Remote, Czech Republic WOW24-7 Full time

Company Overview

We are a leading bike-sharing platform dedicated to revolutionizing urban mobility. Our mission is to integrate bike-sharing into urban transport networks, reducing traffic congestion and contributing to greener cities.

About Us

Founded in Copenhagen in 2014, we provide easy and sustainable transportation solutions across various European cities.

Job Description

We are seeking an experienced Customer Support Team Manager to lead our customer support team and provide excellent service for our project. As a key member of our team, you will be responsible for managing the day-to-day operations of our customer support department.

Key Responsibilities

  • Provide direct customer support, addressing inquiries and resolving issues promptly and professionally.
  • Handle incoming tickets, calls, and emails to ensure customer satisfaction.
  • Troubleshoot technical issues and escalate them to relevant teams as necessary.
  • Identify recurring issues and suggest improvements to prevent them.
  • Onboard and train new customer support agents, ensuring they have the knowledge and skills to succeed.
  • Lead by example, demonstrating best practices in customer support.
  • Monitor team performance and provide regular feedback to ensure high standards of service.
  • Manage team schedules, ensuring adequate coverage during peak times.
  • Handle escalated customer issues and guide the team in effectively resolving complex cases.
  • Develop and document customer support processes and workflows.
  • Analyze support metrics and prepare reports to identify trends and areas for improvement.
  • Collaborate with other departments to enhance the customer experience and provide feedback on product or service improvements.
  • Ensure the team is aligned with the company's mission of promoting sustainable urban mobility.

Requirements

  • Team management
  • Customer relationship management


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