Customer Support Team Lead

Cloudtalk Customer Support Team Lead

Global SaaS | $28M Series B Investment Prague, Czech Republic

Powered by a January 2024 $28 million Series B investment from top investors like KPN Ventures, Lead Ventures, Point 9, and HenQ, CloudTalk's AI-powered business communication platform helps 4,000+ sales and support teams make customer experience the greatest competitive advantage for driving more revenue.

CloudTalk works seamlessly for businesses of all sizes, from scale-ups like Deel and TIER to big players like Nokia, Glovo and Rakuten. Modern businesses all around the world can lead meaningful conversations while managing calls and messages from one place.

CloudTalk is on a mission to create a unified ecosystem for sales and customer service teams' communication where every professional can engage in more productive and meaningful conversations.

Challenge Ahead:

You will act as the right hand to the Head of Customer Support and a key support pillar for the team. Your focus will be on team wellbeing, balanced workload distribution, and smooth implementation of new tools and processes.

We operate in a fast-changing, high-growth environment, so adaptability and a proactive mindset are essential. There's a lot to learn, but also significant opportunities to grow and make a real impact on how the team and company evolve.

What You Will Do:

• Manage a team of Customer Support Representatives, assign duties and supervise the team;
• Monitor and report team performance and ensure duties are performed efficiently;
• Provide constructive and regular feedback to team members and help them to improve their skills and performance;
• Collaborate with Head of Customer Support closely;
• Collaborate with Sales and Product teams on tasks pertaining to prospects and current clients;
• Manage weekly schedules and vacation requests;
• Collaborate on hiring new people;
• Communicate with customers from various backgrounds;
• Manage complaints and escalations.

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:

Growth:

1-1 Coaching sessions with our resident communications advisor Leaders Academy & Learning and Development Budget

Flexibility:

Unlimited Paid Time Off (with guidelines) Volunteering Days ⏳ Flexible working hours MacBook for work

Well-being:

Recharge Fridays once per quarter ‍Fitness Allowance

Connectedness:

Referral bonuses Virtual & physical team buildings Company merchandise

What To Expect From The Hiring Process:

1. Quick chat with our Talent Acquisition Team; 2. Interview with the Head of Customer Support; 3. Assignment; 4. Culture Bar Raiser Call and Offer.