Service Team Lead (m/w/d) - Serbia (remote) at Sumsub

Sumsub is the one verification platform to secure the whole user journey. With Sumsub’s customizable KYC, KYB, transaction monitoring and fraud prevention solutions, you can orchestrate your verification process, welcome more customers worldwide, meet compliance requirements, reduce costs and protect your business.

Sumsub has over 2,500 clients across the fintech, crypto, transportation, trading and gaming industries including Bitpanda, Wirex, Avis, Bybit, Huobi, Kaizen Gaming, and TransferGo.

Now we are looking for a Team Lead to manage the team of 35-40 call centre representatives. This role is an exciting opportunity to make an impact by driving a dynamic team, influencing customer satisfaction, and operational excellence in a rapidly growing company.

What You Will Be Doing:

• Lead the team of 40-50 call centre representatives on their quality, productivity and overall performance
• Create an inspiring and proactive team environment with an open communication culture
• Identify and implement process improvements to enhance team performance and customer satisfaction. Discover training needs and provide effective coaching
• Conduct interviews to hire new members to the team

Shift available: 7:00-16:00 CET (1 hour break), 14:00-23:00 CET (1 hour break)

About You

• Speak English and German fluently
• 1 year of experience in a similar role
• Experience in the KYC field will be a plus
• Experience of remote work OR upper intermediate computer skills
• Strong managerial skills
• Ability to work with high loads of information, delegate and multitask effectively
• Clear and effective communication skills, both in writing and verbally.

Positive, energy driven and engaging attitude. Ability to encourage and inspire team members to achieve high performance and meet company goals.

What We Offer:

• Competitive compensation in compliance with your professional expertise.
• Working with a product that matters. Our technology helps to protect millions of users and lots of online services worldwide.
• International project. Our team works from offices in Berlin, Limassol, London, and Miami, our customers are spread from Mexico and the USA to Hong Kong, South Korea, and Singapore.
• Remote first company.
• Paid vacation and sick leave.

Sounds like a great opportunity for your career development? Then go ahead and apply!

We are a global community of innovators, creators, and thinkers, and we believe that diversity fuels our innovation. Sumsub is proud to be an equal opportunity employer, committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds, cultures, genders, experiences, abilities and perspectives. Join us in shaping the future inclusively.