Customer Support Representative managing ERP customer inquiries in packaging industry. Handling 1st and 2nd level support cases while documenting system functionalities.
About the role
- Customer Support Team Leader leading a high-performing support team in dynamic fintech environment. Overseeing operations, ensuring customer satisfaction, and driving improvements at Plenti.
Responsibilities
- inspire, coach, and lead a high-performing support team in a fast-paced environment
- manage daily operations, monitor performance, handle escalations
- shape the culture and growth of the team
- work closely with other departments to enhance overall customer journey
- ensure our service consistently exceeds expectations
- oversee daily support operations, ensuring efficient queue management and consistent SLA delivery
- allocate resources effectively to balance workloads and maintain service levels
- act as the primary escalation point for complex customer issues
- analyse customer feedback and complaints to identify trends and implement process improvements
- monitor and analyse team performance, customer satisfaction, and operational trends
- produce regular reports for senior management with actionable insights and recommendations
- identify training needs and process gaps based on QA results and customer feedback
Requirements
- 3–5 years’ experience leading a customer support or service team (financial services experience is preferred however, not essential)
- Proven leadership and coaching skills with a track record of developing high-performing teams
- Strong problem-solving abilities, especially in escalation management
- Strong understanding of contact centre operations, queue management, and SLA delivery
- Analytical and data-driven, able to turn insights into actionable improvements
- Knowledge of regulatory requirements and compliance best practices in customer service
Benefits
- flexible working
- volunteer and study leave to develop your skills
- monthly social events
- office snacks
- company Townhalls
- D&I initiatives and events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Support Agent assisting customers with web hosting services for a startup in Austria. Engaging in product support, inquiries across various communication channels, and product development.
Customer Service Representative for Berkshire Hathaway GUARD Insurance serving as the voice of the company. Managing customer inquiries and providing clarity and confidence in every interaction.
Customer Service Representative providing information about products and services and processing orders for clients. Engage with customers via phone, fax, or email in a manufacturing environment.
Global Director of Customer Support at WeTravel managing a distributed support team. Fostering customer relationships and technical excellence in service delivery.
Intern in Customer Service supporting contract management and order processing in a global company. Engaging in diverse teams and improving customer service capabilities.
Sachbearbeiter im Customer Service bei Promostore, einem führenden Werbeartikel - Dienstleister in Deutschland. Verantwortlich für Kundenberatung, Auftragseingänge und Kommunikation mit Lieferanten.
As a Customer Support and Success Manager, guide craftsmen through digital processes using Craftnote. Engage with customers and enhance their experience with tailored onboarding and support.
Customer Service Representative handling inquiries from Italian and Spanish shops via phone and email. Resolving customer queries and maintaining shop data for e - commerce.
Customer Service role handling inquiries via phone and email for the Polish E - commerce shop. Involves customer support and web shop management.