Position: Customer Support Team Lead
Company: 3Shape
Category: Support
Experience required: 3y
English level: fluent
Published: 2021-11-01T00:00:00+02:00

Our ambition in Customer Support is to provide an easy and delightful customer experience. We provide support to the world’s leading dental supply companies, small- to large-scale dental laboratories, leading hearing aid manufacturers, and more. And we need an enthusiastic and skilled colleague to help us serving this constantly growing customer base and achieve our goals.

Responsibilities:
•	Management and development for one of our support teams and overall coordination of service delivery performance, ensuring a high level of customer service
•	Working with key resellers to ensure overall satisfaction with support services
•	Create and maintain an inspiring team environment with an open communication culture
•	Support day-to-day operations and driving internal support projects and initiatives
•	Monitor team performance and report on support KPIs
•	Motivate team members
•	Discover training needs and provide coaching
•	Escalations management
•	Collaborate with other departments

Requirements:
•	Experience in customer care function minimum 4 years
•	Experience as Customer Support Team Lead/Supervisor
•	Understanding of customer support key performance indicators
•	Excellent communication and leadership skills
•	Organizational and time-management skills
•	Experience teaching, coaching, or training others
•	Positive attitude to work and working tasks

We offer:
•	Participation in producing market-leading technology products for customers around the world
•	Work in a unique professional, friendly and supportive environment
•	Constant professional growth and development
•	Occasional business trips to Western Europe
•	Competitive salary level
•	Good working conditions in a comfortable office (not open space!) near National Technical University “KPI”
•	39 working hours per week within flexible time-frame from 8:00 till 20:00
•	Possibility of partially remote work
•	A parking lot with free spaces for employees
•	A healthy work-life balance
•	Annual paid vacation (24 working days)
•	Paid sick leaves and a child sick leaves
•	Maternity and paternity leaves
•	Medical insurance (incl. massage in the office).
•	Compensation of lunches
•	Regular company events
•	Opportunity to become a part of the success that 3Shape has created over the past 20 years  

We will be glad to welcome you in our team!