Customer Service Lead, Pinter

• Strong organisational and coordination skills, with the ability to manage multiple priorities effectively
• Sound decision-making skills, balancing customer satisfaction with clear internal procedures
• Detail-oriented, proactive, and eager to learn about customer experience operations
• Comfortable working with data, reporting, and operational metrics to drive improvements
• Reliable and self-motivated, with the ability to follow through on tasks independently
• Clear communicator who enjoys connecting the dots across teams and functions
• Experience in customer support operations, administration, or project coordination.

Desirable

• Prepare and analyse operational KPI reports (e.g., CSAT, ticket volume, resolution time) and translate insights into actionable recommendations to improve team performance
• Collate customer feedback and ensure it informs improvements across teams and processes
• Lead initiatives to optimise CS tools and workflows, including automation and AI solutions where applicable
• Partner with other departments to resolve customer issues efficiently and prevent recurrence
• Design and deliver training on new or updated processes, procedures, products, and fault scenarios, in collaboration with QA and Team Managers
• Maintain and update internal documentation, ensuring all resources are clear, accurate, and up-to-date
• Act as the primary operational liaison between Customer Service and Operations, Marketing, CRM, Digital, and Product Development, keeping the team informed on all relevant matters
• Support complex or escalated cases when necessary
• Coordinate proactive communications to customers across departments
• Contribute to projects related to process improvement, automation, or CS initiatives

• 1. Apply with your profile
• 2. Video call with Head of Customer Service
• 3. In person interview with COO