Customer Support Team Lead

Ovoko is the largest online marketplace dedicated to used car parts in Europe. We connect over 3000 professional sellers from 15 countries to tens of thousands of B2B and B2C customers alike. Our mission is to give parts a second life and change the way used car parts are purchased today. We build products that facilitate a circular economy in the automotive industry and our cross-border shipping solution is unmatched in the industry.

As a Customer Support Team Lead, you will be responsible for leading and managing a team of customer support specialists to ensure exceptional customer service and satisfaction. You will oversee day-to-day operations, provide guidance and coaching to team members, and collaborate with other departments to improve processes and enhance the overall customer experience.

• Lead and manage a team of customer support specialists, providing guidance and coaching as needed.
• Ensure the team meets or exceeds customer service goals
• Monitor and evaluate team performance, provide feedback for continuous improvement
• Collaborate with other departments to enhance the customer experience
• Identify areas for process improvement, streamline operations, and boost efficiency
• Conduct regular team meetings to communicate goals, objectives, and updates, fostering a positive team culture
• Participate in hiring and onboarding new team members
• Maintain accurate records and reports of customer support activities.

• Experience in leading a team
• Inspiring leadership that motivates teams to achieve goals
• Demonstrated ability to solve problems and make decisions
• Proficiency in using customer support software, ticketing systems, and other relevant tools
• Knowledge of customer service principles and best practices
• Ability to handle high-pressure situations and effectively manage customer escalations
• A data-driven mindset, capable of analyzing customer support metrics
• Fluency in written and spoken English language.

• Learning budget for your personal and professional growth
• Private health insurance from day one
• Employee stock option plan
• Work from anywhere in the world for up to 30 days per year
• Close collaboration with ambitious colleagues & a real opportunity to shape the “big picture”
• Flexible working hours & remote work opportunities
• Pet-friendly office with collaborative spaces, chill zones, our own gym & a kitchen full of snacks and drinks

The salary range for this position is 2800-3400€ (gross) per month. Please keep in mind that we are also open to discuss your salary expectations based on your competencies and experience.