About Us At ZEN, we believe that payment processing should be as effortless as taking a breath—essential to exist but barely noticeable at all.
Our goal is to make everyone's finances velvety smooth thanks to a truly peaceful payment platform.
We put every effort into making sure that payment processing gracefully blends with the business as well as the daily lives of our customers.
We are committed to delivering exceptional customer experiences and continuously improving our services.
Join us in shaping the future of financial technology.
Role Overview As a Customer Support Team Lead at Zen.com, you will play a key role in ensuring that our customer support agents deliver first-class service.
You will report directly to the Customer Support Manager within the Zen Care Department, which comprises both the Customer Support Team and the Customer Experience Team.
Your primary focus will be to manage and mentor support agents, monitor and manage key support metrics, plan shifts and training sessions, and contribute to the continuous improvement of our products and processes.
Key Responsibilities Manage Support Agents: Lead and mentor a team of customer support agents, providing regular feedback and guidance.
Monitor Metrics: Track and manage key support metrics to ensure team performance meets or exceeds standards.
Schedule Planning: Plan and organize support agent shifts to ensure adequate coverage and efficiency.
Training: Identify training needs, develop, and execute training plans to enhance agent skills.
Recruitment: Participate in the recruitment process of new support agents, from interviewing to onboarding.
Contact Reason Analysis: Continuously analyze the reasons for customer requests and identify areas for improvement.
Project Initiation: Initiate and manage projects aimed at improving the company's products and processes based on customer feedback and support data.
Feedback Loop: Maintain a constant feedback loop with support agents to ensure continuous improvement.
Team Meetings: Conduct regular meetings with the support team to discuss performance, updates, and any issues.
Process Improvement: Identify opportunities for process improvements and implement best practices.
Collaboration: Work closely with customer experience team and other departments to ensure a seamless customer experience.
What You'll Need Fluency in English (C1 level or higher): Excellent verbal and written communication skills.
Leadership Experience: Proven experience in a supervisory or team lead role within a customer support environment.
Strong Interpersonal Skills: Ability to build strong relationships with team members and other departments.
Analytical Skills: Ability to analyze data, derive insights, and implement action plans.
Proficiency in Support Tools: Familiarity with customer support software and tools.
Problem-Solving Abilities: Strong ability to handle challenging situations and make effective decisions.
Customer-Centric Mindset: A deep understanding of customer needs and a commitment to providing exceptional service.
Nice To Have Fluency in Polish and Ukrainian (B2 level or higher): Ability to communicate effectively with local customers and team members.
Experience in Financial Services or Banking: Prior experience in the financial technology sector.
What We Offer Competitive Salary and Benefits Package: Including private medical healthcare, a Multisport card, and life insurance.
Professional Development: Opportunities for growth and development within a dynamic and innovative company.
#J-18808-Ljbffr
