Customer Support Team Lead

About the role

Eneba is seeking an experienced Customer Support Team Lead to manage one of its B2C support squads. The role involves overseeing daily operations, ensuring high-quality service for millions of gamers, and acting as the primary liaison between the support team and other functions.

Key responsibilities

• Guide, mentor and coach support agents to achieve operational targets and high customer satisfaction.
• Maintain clear communication, problem-solving standards and professional etiquette across the team.
• Resolve customer complaints promptly and professionally.
• Provide technical assistance and supervision to ensure top-level service.
• Collaborate with planning on staffing, hiring and scheduling.
• Conduct performance reviews, appraisals and ongoing feedback sessions.
• Work with cross-functional managers to identify process improvements and enhance user journeys.
• Monitor metrics, measure support effectiveness and drive continuous improvement.

Required profile

• Demonstrated ability to set clear deliverables and improve customer success metrics.
• Strong leadership experience, preferably managing teams of 10+ members, including remote or hybrid groups.
• Excellent communication skills and a sense of urgency in cross-functional interactions.
• Process-oriented mindset with solid organizational and time-management abilities.
• Self-motivated decision-maker capable of working with minimal supervision.
• Project-management experience and a track record of implementing continuous-improvement initiatives.

Required skills