Customer Support Team Lead (SaaS, AI)

TL;DR

Customer Support Team Lead (SaaS, AI): Managing and supervising a team of customer support representatives, ensuring team wellbeing and efficient workload distribution. Focus on providing constructive feedback, collaborating with Sales and Product teams, and handling customer complaints and escalations.

Location: Onsite in Prague, Czech Republic

Company

hirify.global is an AI-powered business communication platform helping sales and support teams enhance customer experience and drive revenue.

What you will do

• Manage a team of Customer Support Representatives, assigning duties and supervising performance.
• Monitor and report on team performance, ensuring efficient task execution.
• Provide constructive and regular feedback to team members to improve their skills.
• Collaborate closely with the Head of Customer Support, Sales, and Product teams.
• Manage weekly schedules and vacation requests for the team.
• Communicate with customers from various backgrounds and manage complaints/escalations.

Requirements

• 2+ years of experience as a shift/team lead in a customer-facing environment.
• Fluent English.
• Ability to react quickly under pressure.
• Interest in learning new technologies.
• Both empathetic and pragmatic approach.
• Experience communicating with people from different backgrounds, nationalities, and cultures.

Culture & Benefits

• 1-1 Coaching sessions with a resident communications advisor.
• Access to Leaders Academy & Learning and Development Budget.
• Unlimited Paid Time Off (with guidelines) and Volunteering Days.
• Flexible working hours and a MacBook for work.
• Recharge Fridays once per quarter and Fitness Allowance.
• Referral bonuses, virtual & physical team buildings, and company merchandise.

Hiring process

• Quick chat with the Talent Acquisition Team.
• Interview with the Head of Customer Support.
• Assignment.
• Culture Bar Raiser Call and Offer.