Customer Support Team Lead with Portuguese

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.

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!

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

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