Customer Support Team Lead

What We Offer

• Salary – 3500-6000 EUR gross, with flexibility depending on experience.
• Bonuses – success comes when everyone is serious about their output and speed. At 360 Mind we have Quarterly and Annual performance based bonuses.
• Growth opportunities – imagine a place where you work with a small and experienced founding team suggesting and testing your ideas with hundreds of thousands of customers in the global market. That’s how you grow professionally and directly contribute to the company’s culture and the future. Where will you take it?
• Hybrid work model 4+1 to stay connected, plus an additional 15-30 flexible workdays per year for your personal preference
• Extra vacation days earned through quarterly perks or work anniversaries
• Pet-friendly office – bring your furry friend along and make the workday more enjoyable
• Office designed by us, for us – we improve and adapt our space daily, and your crazy ideas are welcome to make it even better
• Team days and workations – from a little party in town to forest cabins, hikes, or those long spa getaways the team loves. Whether it’s chill or a bit wild, it’s always a reset in our own way

Your Responsibilities

• Build and scale the support structure, ensuring long-term sustainability, automation, and efficient workflows
• Oversee on-site and remote support agents and foster a customer-first mindset
• Develop and refine processes, implement automation and AI solutions, and optimize workflows for efficiency
• Own and improve Zendesk (or an alternative), optimize ticketing, maintain self-service resources, and leverage reporting tools
• Monitor key support metrics, analyze trends, implement improvements, and provide structured reports to leadership
• Handle high-stakes cases, manage escalations, resolve critical issues, and ensure structured issue tracking
• Collaborate with other teams, communicate user pain points, and align support with product development
• Create and manage macros, templates, and canned responses to keep replies quick, clear, and in a consistent tone.
• Stay hands-on, tackle challenges quickly, work cross-functionally, and drive continuous improvement

Core Requirements

• Experience in customer support leadership, building and scaling operations
• Strong ability to optimize workflows, automation, and AI solutions
• Hands-on expertise with Zendesk or similar ticketing systems
• Problem-solving skills for escalations, technical issues, and high-stakes cases
• Analytical mindset to monitor metrics, identify trends, and drive improvements
• Team management experience in hiring, training, and performance monitoring
• Cross-functional collaboration with Product, Engineering, and Marketing
• Ownership mindset, proactive attitude, and adaptability in a fast-paced environment

We’ll reach out to the candidates who seem like the best fit 🧡 so hit apply, we’d love to hear from you!