Customer Support Team Lead

About the role

Ovoko is building a category‑defining marketplace for used car parts across Europe. As a Customer Support Team Lead you will manage a group of 10‑15 specialists, ensuring high‑quality service and continuous improvement of the customer experience.

Key responsibilities

• Lead, coach and develop a team of 10‑15 support specialists, handling hiring, onboarding and career growth.
• Drive performance by meeting ticket‑solving targets and maintaining strong CSAT scores.
• Provide qualitative coaching based on observations and QA results.
• Own team KPIs, report trends and feed insights to product teams.
• Handle high‑level escalations, crisis situations and complex cases.
• Allocate resources, manage absences and streamline processes for efficiency.
• Foster a positive, inclusive team culture through regular meetings and morale monitoring.
• Collaborate on cross‑functional projects to enhance overall customer experience.

Required profile

• Approximately 2 years of proven experience leading a customer support or success team of 10‑15 people.
• Hands‑on experience with Zendesk and Looker.
• Background in fast‑paced startup environments.

Required skills

• Zendesk
• Looker

What we offer

• Opportunity to shape the support function of a rapidly scaling e‑commerce platform.
• Collaborative, startup‑mindset culture with autonomy.