The role
Eneba needs a team lead to guide one of its B2C Customer Support teams and represent it in management and cross-functional talks. You'll coach people, track support metrics and improve the customer journey.
What you'll do
- Guide and mentor support team members towards operational goals
- Monitor process metrics and manage support effectiveness
- Run employee reviews, appraisals and performance conversations
- Work with planning on staffing and hiring
- Improve user journeys, flows and touchpoints across support
What they're looking for
Must-haves
- Experience setting clear deliverables that improved Customer Success Metrics
- Track record managing hybrid or fully remote teams
- Project management and continuous improvement experience
- Strong grasp of tone of voice and customer communication
- Ability to lead teams through ambiguity and rapid change
Nice to have
- Experience leading teams of 10+ people
- Experience with early-stage products or startups
The company
Eneba
Gaming marketplace with 20m+ users
Eneba runs an online marketplace for gamers, with close to 20m+ active users. It focuses on trust, safety and accessibility.
Summarised by Jobs That Travel from Eneba's listing.
