Job Description

Job Location: hybrid in Bucharest

Recruitment process:

• HR screening
  
• Technical discussion
  
• Team discussion

A fast-growing European telecom & SaaS company is redefining how people communicate by combining consumer-facing applications with real telecom infrastructure.

The company operates both B2C and B2B products, offering solutions such as virtual phone numbers and cloud-based telephony services for businesses and organizations.

With distributed teams across Europe, the organization focuses on delivering a high-quality customer experience, supported by scalable, data-driven operations closely aligned with product and engineering.

As a Level 2 Support Engineer, your goal is not just to close tickets, but to solve problems.

You will handle escalated technical queries that require deep- diving into logs, understanding network behaviors, and reproducing bugs. Youwill be the "technical voice" of the customer within the internal teams.

As the Team Lead (L1), your mission is to drive the daily operations of the front- line support team. You will ensure that Service Level Agreements (SLAs) are met, customer satisfaction (CSAT) remains high, and the team is equipped with the soft skills and product knowledge to reach operational excellence.

What you'll do:

• Performance Management: Monitor the team queues (Zendesk) and
  manage shift rotations to business-hour coverage.
• Quality Assurance (QA): Conduct weekly ticket audits to coach agents on
  tone of voice, empathy, and accuracy.
• First-Call Resolution (FCR): Optimize the Knowledge Base and Macros to
  reduce the need for escalations to L2.
• Voice of the Customer: Aggregate common user frustrations and present
  them to Product teams to reduce "contact debt."
• Support Efficiency: Use AI tools to automatically handle simple requests,
  so the team can spend time on more important customer issues.
• Onboarding: Lead the training for new hires, turning them into Onoff
  product experts in record time.
• Continuous Improvement: Lead support projects to keep the team
  performing at its best and ensure customers stay happy.

Profile:

• Experience: 4+ years in Customer Support, with 1-2 years leading a high volume B2C SaaS support team.
• Metric Obsessed: Expert in CSAT, NPS, FRT (First Response Time)
• Tooling: Power user of Zendesk or Intercom, and CRM systems (HubSpot/Salesforce).
• Soft Skill Mastery: Exceptional empathy and the ability to de-escalate "angry" B2C clients.
• French Language: A strong advantage for managing our core user base and collaborating with Paris-based teams.