Customer Support Team Lead with Portuguese

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Employer: QualiTest Romania
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 18.01.2021
    Short company description

    Qualitest is the world’s largest pureplay QA company. Our quality engineers align with our customers to understand their business needs and figure out the problems inside a system or website. Every day with Qualitest is an opportunity to innovate, grow and change.

    Requirements

    English and Portuguese proficiency written - mandatory
    Clear and positive communication skills
    1-3 years in each of the following areas:
    1) Managing a customer success team
    2) Cross-functional team management

    Proven experience with customer support analytics, tracking metrics and managing data
    Experience scaling and developing customer success teams
    A track record of being a team player and leader with strong interpersonal and communications skills
    Natural ability to think several steps ahead of the customer and take proactive steps to address roadblocks and issue
    Time management skills to enable prioritization of tasks
    A Team player person
    Willingness to continuously learn and improve
    Previous work experience in customer service or technical support team leading is a huge advantage!

    Responsibilities

    Coordinating the team in order to keep a good work flow
    Partner with the management team to align customer support policies and systems with the company's objectives
    Design, develop and implement tools and procedures pertinent to the effective and efficient operation of the Customer Support
    Proactively manage cross-functional interactions and operational processes to ensure the customer support team is adapting to evolving business and players needs
    Measure effectiveness of customer support team - refine operational metrics for the team, create reporting and review cadences, apprise executive team
    Establish clear roles, responsibilities, and performance requirements for the Customer Support team
    Training new recruits

    Other info

    Benefits:
    • Private health subscription + hospitalization package
    • Private dental subscription
    • Meal vouchers of 20 RON/working day (legal value)
    • Gym subscription
    • Vouchers/bonuses for special events (birthday, Christmas, Easter, etc)
    • Lunch in the office once per week
    • Laptop
    • Reimbursement of public transportation