Team Lead Customer Care (L1)

Short company description

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

Requirements

- Minimum 4 years of experience in Customer Support / Customer Care
- 1–2 years of experience leading a Customer Support team (B2C, high-volume environment preferred)
- Strong KPI orientation (CSAT, NPS, FRT, SLA)
- Advanced experience with ticketing systems such as Zendesk or Intercom
- Strong communication skills with high empathy and conflict resolution ability
- French language at advanced level (mandatory)
- Analytical mindset with attention to detail
- Experience in SaaS, telecom, or digital products is a plus

Responsibilities

- Manage daily operations of the L1 Customer Care team and ensure SLA compliance
- Monitor support queues (Zendesk / Intercom) and distribute workload efficiently
- Conduct regular QA reviews and provide structured coaching to agents
- Improve team performance through feedback, training, and continuous development
- Optimize Knowledge Base, macros, and internal processes to increase efficiency
- Drive First Contact Resolution and reduce escalations to Level 2 support
- Analyze customer feedback and identify recurring issues and trends
- Collaborate with Product and other internal teams to improve user experience
- Lead onboarding and training for new Customer Care agents

Other info

The hiring company develops a fast-growing digital product in the mobile communications space. The application allows users to manage multiple phone numbers directly from a single smartphone, offering a simple and flexible way to separate personal and professional communication.

The product is used by an international user base and requires a high standard of customer experience across multiple languages. It is designed for both individual and professional users who need flexibility in managing their communication channels.

The environment is fast-paced and product-driven, with a strong focus on continuous improvement based on user feedback. The Customer Care function plays an important role in ensuring a high-quality user experience and contributes directly to product evolution through insights gathered from customer interactions.