Job Title: Customer Support Team Lead

Description:
We’re looking for a Customer Support Team Lead who wants more than just managing a team. This role is for someone ready to take charge, drive performance, and develop into a Department Manager. You won’t just supervise - you’ll lead, innovate, and build a high-performing team. You’ll play a key role in scaling our support function while maintaining the highest standards of service.

Responsibilities:

• Lead the Team: Drive team performance and exceed KPIs - don’t just hit targets, improve them.
• Coach & Develop: Mentor your team to grow into future leaders, not just agents.
• Improve Processes: Identify areas for improvement and make changes that scale.
• Work Across Teams: Collaborate with Sales, Finance, Risk and other departments to solve problems and improve the customer experience.
• Recruit & Train: Help hire and onboard new team members, then provide ongoing training and development.
• Conduct Regular Meetings: Hold structured one-on-one meetings with team members to give feedback, set clear performance goals, and support their professional development.
• Manage Daily Operations: Oversee day-to-day workflows to ensure timely, accurate, and high-quality handling of customer inquiries across all channels (email, chat, etc.).

Qualifications:

• 2+ years in customer support leadership (preferably in fintech or startups).
• Proven ability to drive performance improvements and lead a team beyond the basics.
• Strong communication skills - clear, direct, and empathetic.
• Data-driven and able to use metrics to optimize team performance.
• Ready to grow into a managerial role.

Required documents:

• CV