At Neo Group, we are revolutionizing the iGaming scene on a global scale. We are looking for a Customer Support Team Lead to lead and mentor our Greek-speaking customer support team, ensuring the quality of customer interactions via chat, email, and phone. You will analyze performance metrics and collaborate across departments to deliver a seamless customer experience.
What You'll Do
- Lead and mentor a team of customer support representatives, fostering a positive and high-performance culture.
- Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
- Maintain detailed records of customer interactions and issues, ensuring follow-up and resolution.
- Identify trends and areas for improvement in customer service processes.
- Collaborate with other departments to ensure a seamless customer experience.
- Assist in the development and implementation of customer support strategies.
What We're Looking For
- Proven experience in Customer Support, Service, or Call Center environments.
- Solid grasp of essential customer support metrics such as CSAT, SLA, FRT + NRT, HT, and NPS.
- Proficient with tools like Intercom, Slack, and Google Workspace.
- Outstanding written and verbal communication skills in English.
- Comprehensive understanding of customer service operations, including ticketing systems, live chat, email, and phone support.
- Analytical approach with the capability to analyze customer service performance metrics and drive enhancements.
- Strong problem-solving abilities, with a knack for managing escalations in a professional manner.
- Exceptional communication and interpersonal skills.
Nice to Have
- Experience collaborating with global teams across various time zones.
- Knowing additional languages is a bonus.
Technical Stack
- Intercom
- Slack
- Google Workspace
Team & Environment
You will lead a team of Greek-speaking customer support representatives.
Benefits & Compensation
- Remote work opportunity.
- Flexible working schedule.
- Learning opportunities.
- Career growth prospects.
Work Mode
This is a global role.
Neo Group is an equal opportunity employer.
