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About the role
Key responsibilities & impact- Partner with the Head of Support to drive customer and partner satisfaction while ensuring operational excellence across the Shared Service Center.
- Lead, coach, and develop a team of Support Leads, fostering high performance, engagement, and continuous growth.
- Drive strategic initiatives and execute improvements that enhance the overall support experience.
- Analyze operational data, customer feedback, and workforce trends to identify opportunities and implement meaningful improvements.
- Collaborate closely with the Content, Training, and Quality teams to continuously improve support processes, knowledge, and quality standards.
- Introduce and implement new ways of working while encouraging feedback and continuous improvement.
- Build strong partnerships with stakeholders across the business to improve the end-to-end customer experience.
- Lead by example by demonstrating what customer obsession looks like and continuously raising the bar for service excellence.
Requirements
What you’ll need- Excellent verbal and written communication skills in both English and Romanian.
- 3–5 years of people leadership experience, ideally within Customer Support, Customer Service, or another operations environment.
- A genuine passion for creating outstanding customer experiences and developing high-performing teams.
- Strong coaching and leadership skills with the ability to motivate, develop, and inspire others.
- Experience using data to identify trends, make informed decisions, and drive operational improvements.
- Strong analytical skills and proficiency in Excel and Microsoft Office tools.
- Excellent organizational skills, with the ability to prioritize effectively and manage multiple initiatives simultaneously.
- Strong presentation and stakeholder management skills.
- A proactive, hands-on mindset and the ability to thrive in a fast-paced, ever-changing environment.
- Experience in project management or formal people management training is considered a plus.
Benefits
Comp & perks- We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences and perspectives.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Data AnalysisOperational ImprovementExcel ProficiencyMicrosoft Office ToolsCustomer Experience Design
Soft Skills
Excellent Communication SkillsOrganizational SkillsPresentation SkillsStakeholder ManagementProactive Mindset