• Transparency First: We make everything visible so that everyone can operate better
• Always strive to make things simpler
• We are One Team, we have each other’s backs
• Relentless iteration to optimize and improve

Tive is seeking a Customer Support Team Leader to lead and motivate Customer and Technical Support representatives; to ensure they’re giving the best customer service possible whilst also personally handling queries and complaints from both internal and external customers. As a leader you will develop, coach, instruct, train, and provide consistent feedback to team members with a view to developing robust departmental systems, policies, and procedures. This role works collaboratively across all areas of the business, including sales, operations, product and engineering to drive the performance of the overall Customer Success team. The Customer Support Team Leader will lead, manage, and maintain activities related to customer troubleshooting and support.

Our ideal candidate must have:

• Previous customer support team leader experience
• Excellent interpersonal and customer service skills.
• Aptitude for critical thinking and problem-solving
• Confidence and skillful negotiating skills.
• Strong organizational skills.
• Sense of ownership and pride in your performance and its impact on the company’s success.

What you’ll be doing:

• Working Support Tickets to support our clients, whilst scrutinizing quality of responses, with a view to seeking out process improvements and offering coaching to the wider team.
• Maintaining an engaged and productive team through constructive and timely feedback and effective communications, including weekly data-driven 1-2-1’s, 
• Accountable for the team’s delivery of timely and accurate solutions to customers.
• Providing consistent oversight on service ticket progress to ensure customer timelines and expectations are managed.
• Improving, developing and implementing process documentation for the business.
• Ensuring depth and breadth of technical skills are constantly enriched across the team to support customer demand.
• Serve as the primary escalation point for externalinternal customers regarding complex issues, coordinating across all internal teams and driving customer communications and resolution.

Need to know info:

• This role will support a growing team of ~8 representatives, currently based in 2 global locations, with the opportunity for more locations to be added.
• This role will be based in our Kosovo, Prishtina office but a hybrid schedule is available.
• Normal working hours for this role will be 9:00 – 17:00, CET, Monday evening through to Friday evening.