Support Team Lead

About the Company: Introduct is a leading outsourcing company, specializing in solving complex operational, technological, and strategic challenges across various industries. We assist clients in different countries in the following sectors:

• Gambling and iGaming
• Insurance and Fintech
• Crypto banking
• Statistics and big data analysis

We are committed to providing high-quality customer service and are constantly seeking talented professionals ready to join our dynamic team. Responsibilities:

• Organaizing and managing all product support activities
• Writing and optimizing support processes
• Training employees on processes and customer interaction
• Managing primary escalation of problem situations
• Participation in compiling departmental reports
• Organizing support work in all directions
• Participation in resolving critical incidents
• Maintaining communication with clients and ensuring high levels of feedback
• Must be open to business travel opportunities to Estonia
• Managing team perfomance and even load distribution

Requirements:

• Experience in product/service support, preferably in a managerial position
• Excellent communication and organizational skills
• Ability to effectively manage time and resources
• Experience working with clients and managing conflict situations
• English language proficiency sufficient for working with international clients and teams

Benefits:

• Fixed working schedule, five days a week
• Contract based on Diia.City
• Competitive salary, plus monthly bonuses for high performance
• Paid sick leave and vacation
• Working in a comfortable office with the possibility of business trips to Estonia