L2 Customer Support Team Lead

Keepit is looking for an L2 Customer Support Team Lead based in Krakow, Poland, to help us achieve our growth ambitions. If you're looking to be part of an exciting journey with unlimited potential, we want you on board.

About the role

The Customer Support Team Lead will play a crucial role in driving customer satisfaction while leading and inspiring a team of L2 support personnel. Your primary responsibility will be to manage and develop your team, ensuring they are well-equipped to assist our customers in a timely and efficient manner. You will set clear goals, provide mentorship, and foster a collaborative environment that encourages innovation and continuous improvement.

Our Customer Support team plays an essential role in the support of our Customers, Partners and internal teams.

You will:

Technical Leadership:

Leverage technical expertise to monitor team services and applications, using data analysis, customer journeys, and performance metrics

Ensure the necessary resources and tools are available for quality customer service delivery

Team Management:

Recruit, lead and mentor your L2 team to ensure you are strategically aligned to deliver exceptional support

Empower your team to innovate and align with Keepit's ongoing projects

Track, monitor, and ensure your team maintains agreed-upon service standards

Foster a culture of innovation, collaboration, inclusion, and continuous improvement, while promoting a positive and fun work environment

Identify and address team challenges, improving morale and driving continuous enhancement.

Promote growth through mentorship, recognizing achievements, and fostering diversity and inclusion

Evaluate team members' performance while addressing training and coaching needs

Assist in the management and timely resolution of customer and partner escalations

Plan and direct daily operations

Stakeholder Management:

Collaborate closely with internal and external stakeholders, setting clear expectations and maintaining regular communication

Provide timely updates to senior management on team performance, problematic issues and risks

Coordinate effectively with other internal departments

Monitor the accuracy of reporting and database information

Analyze relevant data to determine customer service outputs

Identify and implement strategies to improve the quality of service and productivity

Change Management:

Be able to adapt to evolving technologies and an exciting and high-growth environment

Lead your team through transitions, providing clarity and support to ensure continued focus and motivation

About you

Must-haves:

Minimum 3 years of customer service management experience, ideally in software or SaaS environments

Strong leadership and mentorship qualities

Proven expertise in recruiting top talent

In-depth knowledge of customer service solutions, principles, and practices

Ability to learn and communicate technical and product information

Above average communication skills (phone, email, verbal)

Able to define, follow and understand the value of procedures

Very strong analytical and problem-solving skills

Experience and values in building long-term relationships with customers

Excellent critical thinking, communication and organizational skills

Comfortable working in a scale-up environment

High attention to detail

Fluent in English, both written and spoken

About us

Our platform provides customers with an immutable, historical archive of their data in systems such as Microsoft 365, Google Workspace, Salesforce, Entra ID, Dynamics 365, and Zendesk.

We protect our customers against everything, ranging from ransomware to simple accidents.

The majority of our back-end components are written in clean, modern C++ using mainly purpose-built components. Components responsible for business processes and data mining are built using Common Lisp. Everything runs on Linux.

We pride ourselves on backing up billions of objects over foreign APIs using imperfect networks on systems with finite memory and making it all happen in a performant, reliable, and predictable way.

We offer:

Official employment – Umowa o pracę contract

4 additional working days of vacation leave per full calendar year

3 days of internal sick leave without a doctor`s note

Health and Life Insurance

Employee Capital Plan (PPK)

Multisport card compensation

Coverage of professional training sessions, meetups, etc.

English-speaking club with native speakers

Polish language classes

Internet and Glasses reimbursement

Cosy office in Krakow city centre (Długa, 72) with beverages, fruit, and cookies

Winter and summer parties, events, team-buildings

We kindly ask you not to provide us with any sensitive categories of personal data when applying for a job with us. When applying for the vacancy, Keepit will process your personal data, and therefore we recommend that you also read our privacy policy, which describes our processing of personal data and your rights as a data subject.

If you notice any misconduct or irregularities that fall within the scope of our whistleblowing procedure, please click here to report them.

Department

Customer Service and Success

Role

Customer Support Team Lead

Locations

Kraków

Employment type

Full-time

Kraków

CONTACT

Khrystyna Kulyk

Talent Acquisition Specialist – People and Culture

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