Customer SupportFull-time
Customer Support Lead
Customer SupportTallinn, EstoniaFull-time · Senior
Posted 11 days ago
Monthly Salary
€1,800 – €2,500
About This Role
As Customer Support Lead, you'll manage a team of support agents across three countries, define support processes, own our Zendesk configuration, and ensure every customer gets a fast, friendly, and effective resolution.
What You'll Do
- Lead, coach, and grow a team of 8+ multilingual support agents
- Define, monitor, and report on SLA, CSAT, and resolution metrics
- Manage and optimise our Zendesk helpdesk configuration
- Create knowledge bases, macros, and escalation workflows
- Work cross-functionally with product to reduce ticket volume
- Handle escalated complex cases and high-profile clients
Requirements
- 4+ years in customer support with 2+ years in a leadership role
- Experience managing Zendesk (or similar) at scale
- Proven ability to hire, train, and retain support talent
- Strong English communication; additional Baltic language a bonus
- Data-driven approach to support operations
Nice to Have
- Experience in marketplace or two-sided platform businesses
- Background in high-growth startup environments
- Knowledge of AI/chatbot integration for support automation
What We Offer
- Remote-first, flexible working culture
- Competitive salary with performance bonuses
- Comprehensive health & dental insurance
- €1,500/year personal learning & development budget
- 28 days paid holiday + public holidays
- Stock option plan for senior roles
- Home office setup allowance (€500)
- Team retreats twice a year across the Baltics
Skills Required
CRMZendeskLeadershipSLA ManagementProcess Design