Team Lead - Customer Support

As a Team Lead in Customer Support, you will play a key role in leading, coaching, and mentoring a team of Customer Support Agents. Your mission will be to empower them to deliver exceptional customer experiences while meeting both qualitative and quantitative performance goals. We value speed, expect quality, and, most importantly, strive to have the happiest customers in the FinTech industry.

This is an exciting opportunity to join Deblock at a pivotal moment, as we continue to make a significant impact in the FinTech space. Ready to take on the challenge?

• Lead and mentor a team of Customer Support Agents, providing coaching and development to drive high performance.
• Monitor and manage team KPIs to ensure fast, high-quality customer service and satisfaction.
• Handle escalated customer issues, providing solutions and maintaining a positive customer experience.
• Optimise processes to improve efficiency, reduce response times, and enhance service quality.
• Collaborate with other departments, such as Product and Operations, to align support efforts with overall business goals.

Requirements

• Proven experience leading and mentoring customer support teams in fast-paced environments (FinTech, SaaS, e-commerce)
• Expertise in managing team performance through KPIs, coaching, and feedback
• Familiarity with customer support tools (e.g., Zendesk, Freshdesk, Intercom)
• Strong problem-solving and data-driven decision-making skills
• Excellent organisational and time management abilities in dynamic, fast-paced settings
• Ability to prioritise and delegate tasks efficiently

Benefits

• Competitive salary
• Private dental + health insurance
• Tech gear for your job
• 30 days of paid holidays (excl. bank holidays)
• Option to work remotely or come to the office
• Ability to work abroad