Customer Support Supervisor (Payments)

Kaunas, LT

Full time

A master motivator, mentor, coach, and leader

It’s no mystery that a well-balanced team, especially one that is carefully premade to achieve victory, needs excellent communication, common goal, exemplary precision, and, of course, effective execution. In order to put a check mark on all of the noted boxes, such a team needs a great coach, a supervisor, a leader. We already have a top-notch team set and ready, and now we’re looking for a Customer Support Supervisor able to take it a thousand and one steps further – the sky’s the limit.

Eneba is all about customer satisfaction, the highest quality of communication, and collaborative team effort. As Eneba’s Customer Support Supervisor, your role will be to effectively manage a team made up of Support Specialists in order to ensure a professional approach in dealing with customers. To achieve great team-centered feats, you will create programs and procedures to enhance your team’s productivity and performance. You will also be dealing with various financial transactions (Credit Card Payments, Payment Providers, Processing fees, Banking) as well as guiding and consulting your team members along the way.

To be successful in this role, one must not only possess great knowledge of the day-to-day in-store purchase subtleties and gaming-specific nuances but also excel at being a master-communicator and mentor. Are you able to gain the trust and appreciation of those around you by setting the right direction? Do you care about the wellbeing of both, team members and clients? Do you consider guiding and mentoring being your calling? And lastly, does striving for constant improvement excite you? If you’ve answered yes to all of the above and believe you can lead our support brigade, don’t hesitate to apply!

Responsibilities

  • Guiding and mentoring customer support team towards achieving operational goals
  • Ensuring excellent team’s communication, problem-solving, and professional etiquette skills for achieving the highest customer satisfaction
  • Ensuring customer complaints are resolved in the most professional manner
  • Providing supervision and technical assistance to the customer service team to attain departmental and organizational goals
  • Collaborating with the planning department on staffing and hiring procedures
  • Performing employee reviews, appraisals, and performance management reviews
  • Conducting meetings with other managers to discuss issue and process improvements
  • Monitoring business and process metrics, measuring and managing customer support effectiveness

Job requirements

  • Prior experience working with financial transactions (Credit Card Payments, Payment Providers, Processing Fees, Banking)
  • At least two years’ experience in managing and leading a team
  • Knowledge of setting KPI’s and managing the team’s performance
  • Excellent verbal and written English skills
  • Interest and knowledge of the video gaming industry
  • In-depth understanding of customer support fundamentals
  • Great time management skills
  • A team-oriented mindset (Camaraderie)

Extra points

  • Prior experience in customer support on Social Media platforms
  • Love for video games & culture

Work perks

  • Collaboration with the top specialists from all departments
  • Opportunity to work on and help to scale a unique product (we consider Eneba as a living, breathing entity)
  • Personal and professional growth at an exponential rate
  • A community of like-minded professionals striving for a unified goal
  • Family-like team attitude and high motivation for success
  • Top-notch technologies and tools
  • Flexible hours, no unnecessary distractions
  • A modern and innovative company with a fresh attitude to ‘‘how it’s done’’
  • Startup vibe and hyper-growth
  • And all other neat stuff one expects to find in a well-structured office
Salario neto (al mes)

€800 - €900