Customer Support Team Leader
At Super Technologies, we rely on knowledgeable professionals to interact with our valued customers when they need support. We're looking for a skilled Customer Support Team Leader who can lead our representatives to exceptional performance and improve service quality. The ideal candidate will demonstrate strong leadership skills, focus on resolving both customer and team member concerns with empathy and efficiency, and bring a solid understanding of the business, our products and services, and the day-to-day challenges representatives face.
What the role involves
Lead, coach, and mentor a team of customer support agents to drive high performance and engagement
Monitor daily operations — including case management, response times, and resolution quality — to maintain consistent service standards
Manage shift scheduling, workload distribution, and resource planning to meet SLAs
Deliver regular feedback and performance evaluations, identifying training needs and development opportunities
Handle complex or escalated customer cases, ensuring timely and effective resolutions
Track and analyze team metrics (CSAT, AHT, First Response Time, etc.) and implement improvement plans where necessary
Collaborate with QA, Training, and other departments to enhance processes, tools, and the customer experience
Support new initiatives such as automation and AI-assisted support, and report regularly on team performance and operational KPIs to management
What we are looking for
Proven experience in customer support, with at least 1 year in a supervisory or team leader role
Strong leadership and people management skills, with the ability to motivate and develop team members
Excellent communication and problem-solving skills
Solid understanding of customer service KPIs and operational metrics
Ability to manage multiple priorities in a fast-paced environment
Proficiency in CRM systems and support platforms (e.g., Zendesk, Salesforce, Freshdesk)
Very good level of English and proficiency in Greek
What we offer
Medical / Health Insurance
Open Annual Leave
Employee Assistance Programme
Training & Learning Development
Additional benefits vary by country and will be shared during the hiring process.