Team Lead Customer Support

Employment: Contract-based cooperation (self-employed / individual entrepreneur status, where applicable)
Payment: Bank transfer

The schedule is 5 days per week, with 9-hour shifts:

Morning: 06:00–15:00
Afternoon: 14:00–23:00
Night: 23:00–08:00
Breaks: 1-hour lunch break and three 15-minute breaks.

Responsibilities

Handle customer inquiries during the initial onboarding period.
Develop a strong understanding of the product, internal processes, and customer support standards.
Build and lead a Customer Support team as the project grows.
Distribute workloads and coordinate daily team operations.
Monitor response quality and adherence to established procedures.
Review support cases, identify recurring errors, and provide constructive feedback.
Coach team members and support their professional development.
Help improve support workflows, communication standards, and operational efficiency.

Requirements

Experience in Customer Support, including practical experience handling customer inquiries.
Previous team leadership or supervisory experience is an advantage.
Strong communication and people-management skills.
Ability to assess support quality, identify errors, and provide actionable feedback.
A structured, proactive approach to problem-solving and daily operations.
Willingness to work rotating shifts, including overnight shifts.
Ability to work on-site in Prague.