Customer Support Team Lead (Remote, Denmark)

Job summary

This role involves leading a remote customer support team to ensure high levels of service and customer satisfaction. The position requires operational oversight, strategic thinking, and a focus on continuous improvement to enhance the customer experience.

Qualifications

• Proven experience in customer support, with previous team lead or supervisory roles.
• Strong leadership and people management abilities, particularly with remote teams.
• Excellent written and verbal communication skills, emphasizing a customer-centric approach.
• Proficient in data analysis and performance tracking to drive actionable improvements.
• Familiarity with customer support tools and ticketing systems.
• Strong organizational skills and ability to manage multiple priorities effectively.
• Proactive problem-solving mindset.
• Comfortable in a fast-paced, remote work environment.
• High level of accountability and attention to detail.

Responsibilities

Benefits

• Manage daily operations of the customer support team to ensure service quality.
• Mentor and support team members to optimize their performance.
• Monitor attendance and scheduling for operational efficiency.
• Conduct coaching sessions to enhance skills and address challenges.
• Evaluate agent productivity and efficiency regularly.
• Analyze customer feedback and support metrics to identify areas for improvement.
• Collaborate with stakeholders to enhance workflows and customer experience.
• Undertake additional operational tasks to meet team objectives.
• Fully remote work with flexibility.
• Home office allowance and equipment choice.
• Health and wellness budget.
• Generous paid time off with over 25 holidays.
• Paid volunteering days.
• Access to online training and professional development.
• Career advancement opportunities.
• Annual achievement bonus.
• Inclusive work culture with virtual team activities.