Support Team Lead – Night Shift Coverage

OfficeRnD has one mission: making flexible and hybrid working the norm, rather than an option.

We started building our SaaS platform back in 2015 to support the future of work. We believe that offering freedom and flexibility is the key to providing a better workspace experience. And that’s what enables us to develop products that matter – for our customers and for the world.

The company has offices in Bulgaria, USA, UK, Australia, and our teammates are the ones getting us to the top in our market niche.

So if you live and breathe technology as well, come and join us!

About the Role:

As the Team Lead Support Specialist at OfficeRnD, you will play a pivotal role in leading our support team to provide outstanding customer service to our clients. This is a 2-year maternity cover with the possibility of extension to a permanent role. You will be responsible for managing the day-to-day operations of the support team, resolving complex customer issues, and fostering a culture of continuous improvement and excellence in customer support. You will operate during the following working hours: 22:00 – 06:00

Where your experience is needed:

• Handle complex customer inquiries and issues, ensuring timely and effective resolution while maintaining a high level of customer satisfaction.
• Act as the point of escalation for challenging customer cases, collaborating with cross-functional teams to find solutions.
• Continuously identify opportunities to improve support processes, workflows, and best practices to enhance customer service.
• Develop and implement training programs to ensure that support team members are well-equipped to handle customer inquiries and issues.
• Monitor and analyze support team performance, identify areas for improvement, and implement strategies to achieve performance goals.
• Gather and analyze customer feedback, work with the product and development teams to drive product enhancements and improvements.
• Prepare and deliver regular reports on support team metrics, including response times, resolution times, and customer satisfaction.
• Collaborate with cross-functional teams, including Product, Customer Success, and Engineering, to ensure a seamless customer experience.

What you need to succeed:

• Bachelor’s degree in Business, Customer Service, or a related field.
• Minimum of 3 years of experience in a customer support role.
• Strong leadership and team management skills.
• Exceptional communication and interpersonal skills.
• Problem-solving and conflict resolution abilities.
• Results-oriented mindset with a focus on customer satisfaction.
• Proficiency in using CRM and customer support software.
• Ability to work collaboratively in a fast-paced environment.

What we offer in return is the opportunity to join a talented team and also enjoy:

• Premium health insurance incl. dental.
• 25 days off a year.
• 1 additional day off for your birthday.
• 3 days off for volunteering.
• Full remuneration for your first 3 days of sick leave.
• Flexible start and end of the working day and hybrid working mode, including a combination of remote and on-site (a minimum of 40% of the monthly working time).
• A fantastic work-hard/play-hard start-up environment – we have numerous social events and team outings.
• Participate in various sports activities and enjoy a co-funded MultiSport card.