Lead and mentor a team of customer support representatives, fostering a positive and high-performance culture.
Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
Maintain detailed records of customer interactions and issues, ensuring follow-up and resolution.
Identify trends and areas for improvement in customer service processes.
Collaborate with other departments to ensure a seamless customer experience.
Assist in the development and implementation of customer support strategies.

Proven experience in Customer Support, Service, or Call Center environments.
Solid grasp of essential customer support metrics such as CSAT, SLA, FRT + NRT, HT, and NPS.
Proficient with tools like Intercom, Slack, and Google Workspace.
Outstanding written and verbal communication skills in English.
Comprehensive understanding of customer service operations, including ticketing systems, live chat, email, and phone support.
Analytical approach with the capability to analyze customer service performance metrics and drive enhancements.
Strong problem-solving abilities, with a knack for managing escalations in a professional manner.
Exceptional communication and interpersonal skills, fluent in English (knowing additional languages is a bonus).
Preferred Qualifications (not mandatory):
Experience collaborating with global teams across various time zones.

Customer Support Team Lead – Italian-Speaking

Key skills