Customer Support Team Lead

18 hours ago


Remote, Czech Republic WOW24-7 Full time

About Us

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WOW24-7 is a leading bike-sharing platform dedicated to revolutionizing urban mobility.

We provide easy and sustainable transportation solutions across various European cities.

Our mission is to integrate bike-sharing into urban transport networks, reducing traffic congestion and contributing to greener cities.

Job Description

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As our Team Lead Customer Support, you will be responsible for providing excellent service for our project.

You will handle incoming tickets, calls, and emails to ensure customer satisfaction.

You will troubleshoot technical issues and escalate them to relevant teams as necessary.

You will identify recurring issues and suggest improvements to prevent them.

You will onboard and train new customer support agents, ensuring they have the knowledge and skills to succeed.

You will lead by example, demonstrating best practices in customer support.

You will monitor team performance and provide regular feedback to ensure high standards of service.

You will manage team schedules, ensuring adequate coverage during peak times.

You will handle escalated customer issues and guide the team in effectively resolving complex cases.

You will develop and document customer support processes and workflows.

You will analyze support metrics and prepare reports to identify trends and areas for improvement.

You will collaborate with other departments to enhance the customer experience and provide feedback on product or service improvements.

Requirements

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Team management

Customer relationship management

About the Role

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This is a remote work opportunity.

The probation period is two months.

The working schedule is Tuesday to Saturday, 10:00 AM to 6:00 PM (SET time zone).

During the onboarding period (one month), the working schedule is Monday to Friday, 9:00 AM to 5:00 PM (SET time zone).

What We Offer

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A unique opportunity to work with a pioneering bike-sharing platform.

A chance to contribute to making cities greener and more sustainable.

A collaborative and dynamic work environment.

Ongoing training and development opportunities.



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