UNICORN IN THE MAKING: OUT STORY

Ovoko is the largest online marketplace dedicated to used car parts in Europe. We connect over 3000 professional sellers from 15 countries to tens of thousands of B2B and B2C customers alike. Our mission is to give parts a second life and change the way used car parts are purchased today. We build products that facilitate a circular economy in the automotive industry and our cross-border shipping solution is unmatched in the industry.

ABOUT THE ROLE

As a Customer Support Team Lead, you will be responsible for leading and managing a team of customer support specialists to ensure exceptional customer service and satisfaction. You will oversee day-to-day operations, provide guidance and coaching to team members, and collaborate with other departments to improve processes and enhance the overall customer experience.

IN THIS ROLE, YOU WILL:

• Lead and manage a team of customer support specialists, providing guidance and coaching as needed.
• Jump in and assist colleagues with challenging tasks and escalations.
• Ensure the team meets or exceeds customer service goals
• Monitor and evaluate team performance, provide feedback for continuous improvement
• Collaborate with other departments to enhance the customer experience
• Identify areas for process improvement, streamline operations, and boost efficiency
• Conduct regular team meetings to communicate goals, objectives, and updates, fostering a positive team culture
• Participate in hiring and onboarding new team members
• Maintain accurate records and reports of customer support activities.

WHAT WE’RE LOOKING FOR:

• Experience in leading a team
• Inspiring leadership that motivates teams to achieve goals
• Interested in the automotive industry would be a valuable asset
• Demonstrated ability to solve problems and make decisions
• Knowledge of customer service principles and best practices
• Hands-on learner who thrives in a dynamic environment
• Ability to handle high-pressure situations and effectively manage customer escalations
• A data-driven mindset, capable of analyzing customer support metrics
• Fluency in written and spoken English language.

WHAT’S IN IT FOR YOU:

• Learning budget for your personal and professional growth
• Top-notch hardware and software (MacOS or Windows to choose from)
• Flat organizational structure and a real opportunity to shape the “big picture”
• Close collaboration with talented, ambitious and cool colleagues
• Fully paid multisport card
• Flexible working hours with remote work opportunities
• B2B contract.