Operations Team Lead (Customer Support)

TL;DR

Operations Team Lead (Customer Support): Leading a specialized customer support team for new and evolving products and services, ensuring high customer satisfaction and efficient service delivery with an accent on improving operational workflows, defining service strategy, and developing a tailored tone of voice. Focus on guiding high-performing teams, adapting the support experience as products evolve, and collaborating closely with product and service design teams.

Location: Work location of your choice: office, remote, or work and travel.

Salary: €30,000 a year

Company

hirify.global is building an open, safe, and sustainable marketplace for gamers, supporting over 20 million active users and growing rapidly.

What you will do

• Provide supervision and technical assistance to the customer service team to attain high levels of customer care.
• Lead a specialist team supporting highly ambiguous and evolving products and services, ensuring flexibility.
• Monitor business and process metrics to measure and manage customer support effectiveness.
• Guide and mentor customer support team members towards achieving operational goals.
• Collaborate with the planning department on staffing and hiring procedures, and participate in performance reviews.
• Support the development of a tailored and consistent tone of voice and identify improvements in user journeys.

Requirements

• Project management experience and ability to apply continuous improvement to customer service procedures and processes.
• Ability to inspire team members to look for continuous improvement and unlock growth opportunities.
• Self-efficacy to make decisions and perform with little or no supervision.
• Experience setting clear deliverables and supporting the team in achieving them, resulting in improved Customer Success Metrics.
• Track record of building engagement and managing hybrid or fully remote teams.
• Strong understanding of tone of voice principles and customer communication strategies.
• English: B2 level required, C1 proficiency preferred.

Nice to have

• Previous experience in the P2E (Play-to-Earn) market setting.
• Experience working with evolving or early-stage products, services, or startups.
• Experience leading teams of 10+ people.

Culture & Benefits

• Opportunity to join the Employee Stock Options program.
• Personal learning budget and various bonus systems including performance, referral, and additional paid leave.
• Paid volunteering opportunities.
• Work location of your choice: office, remote, or opportunity to work and travel.
• Support for personal and professional growth through well-defined feedback and promotion processes.