Team Lead â Customer Support
Team Lead â Customer Support
Posted on :
19-06-2025
Employer Active
1 Vacancy
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Job Description
ITSelecta Talent Solutions based in Krakow Poland is a specialist recruitment agency with a multicultural team fluent in various languages. Serving Poland and Central Europe the agency focuses on recruiting top Polish developers and other talents. Their expert recruiters and business developers are committed to addressing IT challenges offering tailored recruitment services to build outstanding development teams for specific client needs.
The Customer Support Team Leadwill oversee a team dedicated to advertiser support ensuring high CSAT scores quick resolution times and quality service. This role focuses on managing advertiser queries related to campaign management billing platform issues and troubleshooting technical concerns.
Key Responsibilities:
The Customer Support Team Leadwill oversee a team dedicated to advertiser support ensuring high CSAT scores quick resolution times and quality service. This role focuses on managing advertiser queries related to campaign management billing platform issues and troubleshooting technical concerns.
Key Responsibilities:
- Lead the Customer Support team ensuring prompt and high-quality advertiser assistance. I
- Implement best practices for issue resolution and SLA adherence.
- Track key support metrics (first response time resolution rate CSAT scores escalation rate).
- Develop self-service solutions and knowledge bases to improve efficiency.
- Act as an escalation point for complex advertiser queries and troubleshooting.
- Regularly review support trends to identify gaps and improve processes.
- Conduct weekly training and coaching to enhance team performance.
- Collaborate with internal teams to provide advertiser feedback and improve service delivery.
- 4 years of experience in Customer Support or Service Operations.
- 2 years of team leadership experience in a digital marketing or ad tech environment.
- Strong expertise in advertiser support processes and SLA management.
- Excellent troubleshooting stakeholder management and problem-solving skills.
- Experience with CRM and ticketing tools (Zendesk ServiceNow Salesforce)
- Language Level - Min. C1 - Spanish or Italian or German or French with English
- Private medical care (Luxmed)
- Multisport card (sports and recreation membership)
- Employee Capital Plans (PPK) with Allianz
- Stable employment under an employment contract
- Opportunity to work in a hybrid model after 6 months
- International work environment
- Training and development opportunities
- Modern office located in Krakw
Employment Type
Full-Time
Key Skills
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