We are looking for an experienced Customer Support Team Lead with a strong background in the PSP industry. This role combines strategic leadership with hands-on management to build, guide and scale a high-performing B2B support team that ensures excellent service for our clients.
Responsibilities: Lead, mentor and grow the Customer Support team, including onboarding and training of new members. Develop manuals, technical guidelines and workflows to standardize processes and improve efficiency. Manage daily support operations, ensuring SLA compliance and high customer satisfaction. Break down complex tasks into actionable steps, set clear goals and oversee execution. Analyze large datasets to identify trends, optimize performance and support decision-making. Maintain accurate reporting and provide regular updates to management. Take ownership of operational decisions and outcomes.
Requirements: Mandatory experience in the PSP industry. Proven background in team leadership and building support teams. Strong knowledge of Excel/Google Spreadsheets and data-driven decision-making. Excellent analytical and problem-solving skills. Strong communication and documentation abilities (manuals, technical specifications). Upper-Intermediate English (written and spoken). High accountability, proactivity, and ability to make independent decisions.
What we offer: Competitive salary and financial stability. 24 paid vacation days, unlimited sick leave and additional days off. Individual bonuses for benefits compensation (healthcare, hobby, equipment, workstation). Collaborative and growth-oriented work environment. Remote work with flexible arrangements. A professional and supportive team that values expertise and innovation.Join us and shape the future of our growing company!
