Support Team Lead (m/f/d)

Almedia helps leading brands in the digital space to acquire new customers. Via our platforms, users find and test the latest games, apps, and products for rewards. With more than 11 million users since its launch in 2020, our brand Freecash.com is one of the fastest-growing providers and a leader in our industry. Our mission is to provide a win-win experience for both users and advertisers.

There is a base, and half a year of learning of what works and what doesn’t. However, there is a lot of room for new ideas, improvements, and ways to scale further. Today, we are looking for an Email Marketer to join our rapidly growing team in Berlin.

Responsibilities

• Oversee and mentor a global support team to meet and surpass goals while guaranteeing that operational and quality KPIs are continuously satisfied.
• Understand Freecash products inside out to better assist our users
• Adopt a proactive team lead approach that involves ongoing evaluation and tracking of your team's performance in relation to predetermined KPIs and SLAs.
• Quality Assurance auditing and checks for the support team.
• Assist in the training and development of the team.
• Draft process maps and process descriptions per ISO 9001 standards to support staff in daily operations.
• Set up daily scheduling of support agent shifts to meet workload volumes on an hourly basis. 
• Provide 1:1 feedback, training and mentoring for support staff.
• Regularly participate in daily operations, becoming an expert in assisting the support team in solving daily customer queries and troubleshooting issues.
• You will also be expected to fill in for the Head of Support as needed.

Requirements

• Minimum 2 years of proven experience leading a team in a similar role.
• Fluency in English, written and spoken.
• Familiarity with our industry is a plus.
• Process mapping and description 
• Quality Assurance experience
• ROTA scheduling for 242/7 support coverage
• Exceptional project management and organizational abilities.
• A strong stakeholder manager and clear communicator, as you will be interacting with people from different departments.
• Able to prioritize duties and delegate as necessary, while working independently and managing several projects at once.
• A proactive but kind attitude to team building and individual team member development.
• Data driven with a keen eye for detail and the ability to simplify complex ideas.
• Strong investigative and problem solving skills, with a passion for RCA.
• A can-do person who works efficiently & takes pride in their work and that of their team.

Benefits

• An opportunity to work in an innovative, high growth startup that has been profitable from day one.
• Highly competitive compensation package.
• A fast-paced and inclusive work environment in a team of highly motivated professionals.
• Continuous learning and development opportunities; education budget.
• Urban sports Club membership
• Flexible work arrangements and a modern office space in the heart of Berlin.