Customer Support Team Lead

Responsibilities:

• Lead and manage a team of Russian-speaking Customer Support agents (chat + email + call).
• Monitor team performance and ensure KPI targets are met (CSAT, FCR, Handling Time, etc.).
• Conduct regular 1:1 meetings, performance reviews, and coaching sessions.
• Provide ongoing feedback and support agents’ professional development.
• Ensure high-quality communication standards and adherence to internal policies.
• Analyze team metrics and identify performance gaps or process inefficiencies.
• Support onboarding and training of new agents.
• Escalate complex cases when required and coordinate with other departments.
• Drive process improvements and contribute to service optimization.
• Ensure schedule discipline and operational coverage.

Requirements:

• Previous experience in Customer Support.
• Experience in a Team Lead / Senior / Mentor role is preferred.
• Strong leadership and coaching skills.
• Analytical mindset and ability to work with performance metrics.
• Excellent written and verbal communication skills.
• Ability to manage conflicts and make decisions under pressure.
• High level of responsibility and organizational skills.
• Attention to detail and process-oriented thinking.

Benefits:

• Take advantage of 25 paid calendar vacation days to explore, relax, and unwind.
• Join us for exciting corporate events that foster team spirit and fun!

We will tell you more about all the benefits on the interview :)

This position is planned to be created (promising).