Customer Support Team Leader
Super Technologies relies on knowledgeable professionals to interact with its valued customers when they need support. The company is looking for a skilled Customer Support Team Leader who can lead its representatives to exceptional performance and improve service quality. The ideal candidate will demonstrate strong leadership skills, focus on resolving both customer and team member concerns with empathy and efficiency, and bring a solid understanding of the business, Super Technologies' products and services, and the day-to-day challenges representatives face.
- Lead, coach, and mentor a team of customer support agents to drive high performance and engagement.
- Monitor daily operations - including case management, response times, and resolution quality - to maintain consistent service standards.
- Manage shift scheduling, workload distribution, and resource planning to meet SLAs.
- Deliver regular feedback and performance evaluations, identifying training needs and development opportunities.
- Handle complex or escalated customer cases, ensuring timely and effective resolutions.
- Track and analyze team metrics (CSAT, AHT, First Response Time, etc.) and implement improvement plans where necessary.
- Collaborate with QA, Training, and other departments to enhance processes, tools, and the customer experience.
- Support new initiatives such as automation and AI-assisted support, and report regularly on team performance and operational KPIs to management.
- Proven experience in customer support, with at least 1 year in a supervisory or team leader role (required).
- Strong leadership and people management skills, with the ability to motivate and develop team members (required).
- Excellent communication and problem-solving skills (required).
- Solid understanding of customer service KPIs and operational metrics (required).
- Ability to manage multiple priorities in a fast-paced environment (required).
- Proficiency in CRM systems and support platforms (e.g., Zendesk, Salesforce, Freshdesk) (required).
- Very good level of English and proficiency in Greek (required).
- Medical / Health Insurance
- Open Annual Leave
- Employee Assistance Programme
- Training & Learning Development
Superbet, which operates under the Super Technologies banner, is a multinational sports betting and gaming group founded in 2008 in Romania by Sacha Dragic. Headquartered in Bucharest, it began with retail betting shops and has grown into one of the leading omni-channel betting operators in Central and Eastern Europe, with a strong focus on digital products. The group employs more than 5,000 people and operates across around a dozen European markets as well as Brazil. Its offices span Romania, Poland, Serbia, the UK, the Netherlands, Belgium, Spain, Croatia, Brazil, Malta and Gibraltar.