Customer Support Team Lead

Job description

Nezasa is one of the most innovative start-ups in travel technology. We are based in the hearts of Zurich, Switzerland and Lisbon, Portugal. We’re looking for inspired and motivated professionals to be part of our team in Lisbon. Join us to improve and extend our leading, cloud-based planning and booking platform for individual travel packages.


We are...

  • A diverse, passionate and highly skilled team

  • Collaborative and distributed - with locations in Lisbon and Zurich

  • Working with a technology product that is changing the travel industry

We offer...

  • The opportunity to actively influence and shape a product that will change travel technology

  • The possibility to work with modern technologies and to learn from world-class colleagues

  • The opportunity to grow with the team

  • An attractive workplace in the heart of Lisbon

  • Great perks: personal computer, flexible working hours, health insurance, conference visits, free coffee and fruits

Requirements

You will...

  • Be in the lead of the Customer Support Team with members in Lisbon and Zurich

  • Handle 1st and 2nd level support requests from our B2B clients

  • Be the owner of the Helpdesk and act as the main point of contact for clients after their go-live together with your team

  • Support our clients in using our platform and all its features in the best way

  • Act as an intermediary between our clients and software engineers

  • Ensure that the Customer Support Knowledge Base is kept up-to-date

  • Hire and train new customer service agents for national and international growth

You have...

  • 4+ years experience in customer support of a software company including 2+ years of experience in leading a customer support team

  • A strong client focus

  • The ability to handle clients professionally and with an emphasis on high quality

  • Analytical and solution-oriented thinking, and the skill to quickly grasp underlying issues

  • Experience using help desk software such as JIRA

  • Good understanding of management practices and techniques

  • Strong leadership and interpersonal skills

  • Excellent communication skills in English