Operations Lead / Project Manager, Customer Support
Remote
Customer Support – Customer Support /
Full-time /
Remote
About Eneba
At Eneba, we’re building an open, safe and sustainable marketplace for the gamers of today and tomorrow. Our marketplace supports close to 20m+ active users (and growing fast!), provides a level of trust, safety and market accessibility unparalleled to none. We’re proud of what we’ve accomplished in such a short time and look forward to sharing this journey with you. Join us as we continue to scale, diversify our portfolio, and grow with the evolving community of gamers.
About You
We are looking for an experienced and adaptable Operations Lead / Project Manager to head our specialised Customer Support team. This team will be working with new and exciting products and services that are often in early stages of development, requiring a proactive and strategic approach to customer service delivery. The ideal candidate will be a strong leader, capable of working with important projects, guiding a high-performing team, improving operational workflows, and helping define a tailored tone of voice and service strategy that meets the evolving needs of our users.
Responsibilities
- Provide supervision and technical assistance to the customer service team to attain the highest levels of customer care and satisfaction.
- Lead a specialist team that supports highly ambiguous and evolving products and services, ensuring flexibility and adaptability in approach.
- Monitor business and process metrics, measuring and managing customer support effectiveness.
- Guide and mentor customer support team members towards achieving operational goals.
- Ensure excellent team communication, problem-solving, and professional etiquette skills for achieving the highest customer satisfaction.
- Ensure customer complaints are resolved in the most professional manner.
- Collaborate with the planning department on staffing and hiring procedures.
- Perform employee reviews, appraisals, and participate in performance reviews.
- Collaborate with managers from other departments to discuss issues and process improvements.
- Ensure customers receive top-level service when interacting with support.
- Support the development of a tailored and consistent tone of voice that aligns with the brand and resonates with specific customer segments.
- Identify and implement improvements in user journeys, flows, and touchpoints to elevate overall customer experience.
- Collaborate closely with product and service design teams to help shape offerings from a support lens, ensuring seamless handovers and feedback loops.
- Promote a culture of experimentation, feedback, and continuous improvement to adapt the support experience as products evolve.
Requirements
- Project management experience and ability to apply continuous improvement to customer service procedures and processes.
- Ability to inspire team members to look for continuous improvement by recognizing strengths and constantly unlocking growth opportunities.
- Self-efficacy to make decisions and perform with little or no supervision
- Sense of urgency and appreciation for clear and timely communication with both teammates and cross-functional partners.
- Experience with setting clear deliverables and supporting the team in achieving them, resulting in improved Customer Success Metrics.
- Track record of building engagement and managing hybrid or fully remote teams.
- Empathetic team player, with a process-oriented mindset.
- Great organizational and time-management skills..
- Experience leading teams of 10+ people is a plus.
- Proven ability to lead teams through ambiguity and rapid change, with confidence in decision-making and communication.
- Strong understanding of tone of voice principles and customer communication strategies.
- Previous experience in the P2E market setting is really "nice to have".
- Experience working with evolving or early-stage products, services, or startups is highly desirable.
From €30,000 a year
- Salary ranges may vary. We’re seeking candidates with varied experience levels; from individual contributors to functional leaders in this space.
- We’re an international team and our business language of choice is English. Good English level is required, proficiency is preferred.
What it’s like to work at Eneba
*Opportunity to join our Employee Stock Options program.
*Opportunity to help scale a unique product.
*Various bonus systems: performance-based, referral, additional paid leave, personal learning budget.
*Paid volunteering opportunities.
*Work location of your choice: office, remote, opportunity to work and travel.
*Personal and professional growth at an exponential rate supported by well-defined feedback and promotion processes.
*Please attach CV's in English.
*To find out about how we handle your personal data, make sure to check out our Candidate Privacy Notice https://www.eneba.com/candidate-privacy-notice
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
