Customer Support Team Lead

hace 7 días

Barcelona, España Cloudtalk A tiempo completo

Global tech scale-up
Unlimited Paid Time Off
Work 100% remotely or from our offices (Bratislava, Prague)
Company Stocks
Referral bonuses up to 5000EUR

CloudTalk is the next generation business calling software.

It allows customer support and sales teams to automate their workflows without any coding and makes customer experience a true competitive advantage by allowing businesses to connect faster, easier and more efficiently with their customers.

Founded in 2018, CloudTalk has grown into an industry leader over the last 4 years, with a globally distributed team of ~200 people from 30 different countries, and offices in Bratislava and Prague.

Today, we take pride in delivering a solution used by more than 2500 teams of all sizes around the globe, in industries ranging from financial services to the education sector. CloudTalk is the VoIP solution of choice for well-known organizations like Fujitsu, Mercedes, Oyo, CoachHub, Nokia, Deel and TIER.

We believe in teamwork, innovation, growth and in putting people first. Our purpose is to connect businesses, teams and partners together in the cloud and to deliver the best possible experience to our customers, our community and, of course, the amazing and dynamic team of CloudTalkers we couldn’t be prouder of.

This is our story. Do you wanna be part of it?

**About the role**:
Whenever our clients have questions relating to our CloudTalk app, the Customer Support L1 team is the first point of contact between the client and our company. Our team wears this as a badge of honour. Representing the company proudly and maintaining a lasting relationship with clients, that's not for everyone You will succeed in this role if you have a client-first mindset and enjoy working in a truly fast-paced, international environment.

**What you will do**:

- Manage a small team of Customer Support Representatives, assign duties and supervise the team.
- Monitoring and reporting team performance and ensuring duties are performed efficiently.
- Providing constructive and regular feedback to team members and helping them to improve their skills and performance.
- Contribute to both internal and public knowledge bases to enrich the number of resources for employees and clients.
- Collaborate with Sales and Product teams on tasks pertaining to prospects and current clients.
- Manage weekly schedules and vacation requests.
- Onboard and coach new hires.
- Conduct a daily handover of shift with fellow Team Leads.
- Communicate with customers from various backgrounds.

**What we are looking for**:

- Have 2+ years of experience as a shift/team lead in a customer-facing environment
- Fluent English
- You are able to react quickly under pressure
- You have an interest in learning new technologies
- You are both empathetic and pragmatic
- You are experienced with communicating with people from different backgrounds, nationalities, and cultures

**Why you will love to be a CloudTalker**:
Unlimited Paid Time Off

Work 100% remotely from Europe or from our offices (Bratislava or Prague)

Referral bonus up to 5000 EUR

Employee Stock Ownership Plan
- ️ Multisport benefit card (only cz&sk market)

Even more reasons you won't be able to resist us:
Team buildings and workshops
Communications coach
Company merchandise

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