What you will do

About BrainRocket

BrainRocket is a global company creating end-to-end tech products for clients across Fintech, iGaming, and Marketing. Young, ambitious, and unstoppable, we've already taken Cyprus, Malta, Portugal, Poland, and Serbia by storm. Our BRO team consists of 1,300 bright minds creating innovative ideas and products. We don’t follow formats. We shape them. We build what works, launch it fast, and make sure it hits.

At BrainRocket we're on an exciting journey of growth and expansion into new markets. As we continue to thrive, we're seeking a passionate and experienced Customer Support Team Lead (German Speaker) to spearhead our efforts in delivering exceptional service to our valued customers. If you're ready to take on a leadership role in a dynamic and collaborative environment, this opportunity is for you!

Office Hours: Monday to Friday (9-18) with one shift (14-23) per week to support agents during peak periods.

Main Responsibilities:

• Provide leadership to a team of 20+ employees, fostering a positive and collaborative environment.
• Conduct training and development sessions for team members.
• Handle escalated complaints effectively.
• Monitor team performance and provide constructive feedback for improvement.
• Ensure smooth operation of customer support workflows, including ticket management, live chat, email responses, and phone support.
• Maintain quality assurance processes to uphold the highest service standards.
• Work towards monthly targets to improve key performance indicators such as Customer Satisfaction levels and response times.
• Assist the CS Department in achieving quarterly targets by suggesting and executing solutions.
• Collaborate internally and externally to address and resolve matters efficiently.
• Communicate with customers when necessary.
• Identify issues and implement solutions by analyzing data and customer feedback.
• Utilize data to identify trends and report findings to the Head of Support daily.

What we offer

We offer incredible benefits:

• Snacks in the Office;
• 26 days of vacation per year;
• 6 days of sick leaves without document required;
• Attractive office location and facilities - Brain Embassy office;
• Medical insurance for you and your partner;
• Sports package;
• Birthday, wedding, and newborn gifts;
• Languages classes (partially paid by the Company);
• Career growth opportunities;
• International corporate parties, great team-building events and activities.

Requirements

Must Skills:

• Excellent German and English proficiency.
• Experience managing CS agents handling chats and emails.
• Knowledge of CS processes and flows in chats.
• Strong communication and troubleshooting skills.
• Leadership, training, and multitasking abilities.
• Experience in data analysis.

Good to Have:

• Experience with ZenDesk.
• Advanced Excel knowledge.
• Experience in a call center.
• Public speaking skills.