Customer Support Team Lead, Socials
Remote
Customer Support – Customer Support /
Full-time /
Remote
About Eneba
We’re building an open, safe and sustainable marketplace for the gamers of today and tomorrow. Our marketplace supports more than 9m+ 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 your team:
Welcome to the world of Eneba customer support. We’re delivering a world-class user experience across our marketplace and we’re having a blast while doing it! More than 6+ million active users (and growing fast!) buy, sell, explore or simply browse around on Eneba web and mobile. We’re here to help and support where needed.
We’re united behind each other as a team, and drive continuous improvements of our service. We’ve started small, and are scaling fast, and we care deeply about teamwork, learning, building new solutions, and supporting Eneba’s hyper growth.
About the position:
We’re looking for an experienced team leader to join our social media facing team. You’ll be responsible for the team that handles all direct communications coming through social media channels and more. As a team lead, it’ll be your responsibility to guide, manage and motivate your team towards success on a daily basis. As part of a growing startup, you’ll also have the opportunity to engage and collaborate with various cross-functional peers and contribute to the creation and management of our online communities, new channels as well as exploring what strategies best align with our brand tone and goals.
Responsibilities
- Guide and mentor your customer support team towards achieving operational goals.
- Ensure excellent team’s communication, problem-solving, and professional etiquette skills for achieving the highest customer satisfaction.
- Perform employee reviews, appraisals, and participate in performance calibrations.
- Monitor and own business and process metrics, measure and manage customer support effectiveness, quality and timely response to our user base.
- Contribute to the buildout of new and existing social media channel support.
- Contribute to various CS level initiatives, goaling and projects
- Collaborate effectively with your cross-functional peers in other departments.
Requirements
- 2 + years of direct line manager experience in team leadership roles. ( Managing social media facing teams is an advantage).
- Very good understanding of the performance metrics associated with customer service.
- Experience at guiding/supporting team members towards improved performance.
- Sense of urgency and appreciation for clear and timely communication with both - teammates and cross-functional partners.
- Empathetic team player, with process-oriented mindset.
- Great organisational and time-management skills.
- Self-efficacy to make decisions and perform with little or no supervision
- Project management experience and ability to apply continuous improvement to customer service procedures and processes.
€24,000 - €34,800 a year
*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 - 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.
*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.
*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
