Job Description

We are looking for an experienced Customer Support Manager to lead our customer support team in Bucharest. You will oversee daily support operations, coach team members, improve service quality, and ensure customers receive timely and professional assistance. You will play a key role in driving customer satisfaction while building a high-performing support team.

Key Responsibilities

• Lead, mentor, and motivate the Customer Support team.
• Manage daily support operations across email, chat, and phone.
• Monitor KPIs such as response times, resolution times, customer satisfaction, and quality standards.
• Handle escalated customer issues and ensure prompt resolution.
• Recruit, train, and develop new team members.
• Conduct performance reviews and provide regular coaching.
• Create and improve support processes and workflows.
• Prepare reports and analyze support performance.
• Work closely with Operations, HR, and other departments.
• Ensure compliance with company policies and internal procedures.

Requirements

• High School Diploma required; Bachelor's degree is an advantage.
• Minimum 2 years of experience in a customer support leadership role.
• Previous experience managing or supervising a customer service team.
• Excellent communication and leadership skills.
• Strong problem-solving and decision-making abilities.
• Experience with CRM or help desk software (Zendesk, Freshdesk, Salesforce, HubSpot, or similar).
• Good knowledge of Microsoft Office (Word, Excel, Outlook).
• Fluent English (written and spoken); Romanian language proficiency is required.

Preferred Qualifications

• Experience working in an international or multilingual environment.
• Knowledge of customer service KPIs and reporting.
• Ability to manage multiple priorities in a fast-paced environment.

Benefits

• Competitive salary.
• Performance-based bonuses.
• Paid annual leave in accordance with Romanian labour legislation.
• Private medical insurance.
• Ongoing training and career development.
• Friendly and supportive work environment.
• Modern office in Bucharest with hybrid working options.