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Customer Support Shift Lead - afternoon shift

CloudTalk

Information about the position

  • Place of work: Remote work
  • Basic wage component (gross) and other rewards: 1 300 EUR/monthdepending on experience + quarterly bonuses
  • Start date: December/January
  • Contract type: full-time, trade licence

Job description, responsibilities and duties

- Full Time / Contract
- Offices in Malaga, Bratislava and Prague
- 100 % Remote anywhere from Europe

Whenever our clients have questions relating to our CloudTalk app, the Customer Support L1 team is the first point of contact between the client and our company. Our team wears this as a badge of honour. Representing the company proudly and maintaining a lasting relationship with clients, that's not for everyone! You will succeed in this role if you have a client-first mindset and enjoy working in a truly fast paced, international environment.

What you will do:

- Manage a small team of Customer Support Representatives, assign duties and supervise the team.
- Monitoring and reporting team performance and ensuring duties are performed efficiently.
- Providing constructive and regular feedback to team members and help them to improve their skills and performance.
- Contribute to both internal and public knowledge bases to enrich the amount of resources for employees and clients.
- Collaborate with Sales and Product teams on tasks pertaining to prospects and current clients.
- Manage weekly schedules and vacation requests.
- Onboard and coach new hires.
- Conduct a daily handover of shift with fellow Shift Leads.
- Communicate with customers from various backgrounds.

Working hours are between 15:30-00:00 CET every work day.

Employee perks, benefits

- You’ll be part of a great team building a world-class product
- A family atmosphere and a small team where everyone can stand out
- An opportunity to grow and achieve great things
- Both remote and office (Bratislava/Prague/Malaga) work are possible
- Flexible working hours
- Your own MacBook
- Quarterly bonus depending on the performance of the company
- Referral bonus up to 3000 eur
- Team buildings and workshops
- Communications coach
- Birthday book of your choice
- Language courses
- Company merchandise
- We try to give back to the community by sharing our expertise whenever we can – Take a look at our blog for more info
- External Referral Program – Recommend a developer to klaudia.nemcicka@cloudtalk.io and get a new Macbook (2000 eur value) after 3 months probation period

We’re thrilled to announce that we have raised $7.3M in Series A funding! Our small but mighty cohort of Developers is now looking for new team members ️‍♂️. Those who share our passion for innovation, technology and disrupting the status quo are encouraged to apply.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Advanced (C1)

Number of years of experience

1

Personality requirements and skills

You will succeed in this role if you:

- have 1+ years of experience as a shift/team lead in a customer facing environment,
- speak English at a C1 level,
- are able to react quickly under pressure,
- have an interest in learning new technologies,
- are both empathetic and pragmatic,
- are experienced with communicating with people from different backgrounds, nationalities, and cultures

Advertiser

Brief description of the company

CloudTalk ☁️ is a modern, user friendly cloud telephony solution that has disrupted the $50 billion stagnant telephony market. Our easy integrability and advanced features save our clients an average of 2-3 minutes on every phone call! Our solution is loved by customer support and sales teams the world over. We can, of course, back this bold claim with data – check out our reviews and accolades on Capterra, Pipedrive Marketplace, G2. We have recently raised $7.3 million in Series A funding, adding to our seed investment of $1.6 million in 2019.

We believe in connecting the world not only through technology but also through people. CloudTalk’s 160+ employees represent 22 nationalities and work remotely from Europe, Asia and South America. Our clients span industries like SaaS, e-commerce, tech and finance. Some of our biggest partners are Fujitsu, Mercedes, Oyo and the Ministry of Health of the Slovak Republic.