Customer Support Team Lead

  • Bucharest, Romania
  • Employees can work remotely
  • Full-time
  • Department: Customer Support

Company Description

About Tradeshift

Tradeshift is a unicorn in the fintech industry. We are disrupting a typically stagnant environment by connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. We recognize that business is both messy and social - two revelations that have driven the development of Tradeshift, a platform for all your business interactions. We work hard and our teams have great freedom and responsibility to choose the best solutions, technologies and approaches to evolve the product to the next level.

We believe that being a global, multicultural company is a tremendous strength and we have people working from 18 different countries with hubs in Bucharest, Copenhagen, Kuala Lumpur, and San Francisco. We believe that if we truly focus on how to work distributed and collaborate across locations and (home) offices, we will not only enjoy work more but also build better products for our customers, and ultimately be a better company. 

Job Description

About The Role

As a Business Network Team Lead you are responsible for leading and developing the team members. You will work directly with our customers, their suppliers, and cross functionally throughout the organization to assure that the team is providing industry leading Customer service and support.  

What You’ll Be Doing

  • Be responsible for the operation of our customer support team (schedules, escalations, 1:1s).
  • Ensure quality of case handling, paying particular attention to communication, timely responses and specific care for sensitive customers.
  • Ensure that the team meets or exceeds all established service level objectives.
  • Resolve escalations when necessary, including post-resolution cause analysis.
  • Monitor the customer experience through both observation and survey results.
  • Encourage others to strive for continuous improvement and drive progress on all tickets.
  • Continuously find ways to improve and streamline the support processes and customer satisfaction.
  • Be able to track, report, and present on team metrics (support and strategic projects).
  • Participate in gathering and preparing performance feedback for team members.
  • Mentors, trains, and provides for the professional development of team members through the performance management process and informal coaching techniques.
  • Mentor team to take complex problems and break the problems down into well-organized, logical, and detailed components to facilitate problem solving.
  • Develop strong working relationships with cross-functional teams across Tradeshift and within Customer Support.
  • Be available during weekend or evening support for world on fire incidents.
  • Provide leadership and promote Tradeshift Core Values and best practices.
  • Adapt to directional changes and coach others on how to do the same.
  • Split between leading/managing (30-50%) and heads down work (50-70%) – this varies on throughout the year.

Qualifications

Let’s Connect If You…

  • Proven work experience as a team leader or supervisor
  • 2+ years experience in SaaS based customer account/operations support is preferred
  • Technical experience/skills equivalent to a senior specialist/engineer 
  • Demonstrated leadership and management skills
  • Deep and demonstrated passion for outstanding Customer Service
  • Ability to manage chaos 
  • Demonstrated ability to work well under pressure
  • Highly data-driven mindset and a passion for analytics
  • Outstanding teamwork
  • Strong procedural knowledge of customer support.
  • Strong prioritization and collaboration skills
  • Excellent communication and decision making skills
  • Are available to work EU timezone shifts

Additional Information

We value diversity at our company. Tradeshift prohibits unlawful discrimination based on race, color, religious or religious creed, sex, sexual orientation, gender, age, marital status, veteran status, disability status or any other consideration made unlawful by applicable federal, state, or local laws. All your information will be kept confidential according to GDPR guidelines. 

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