Customer Support Site Lead

Benefits

Additional Information

Following our expansion in 2025, we are looking for a Customer Support Site Lead to serve as the strategic anchor for our Consumer faced Customer Support teams in Hungary. You'll be the bridge between our global mission and local execution, ensuring our support is as world-class as our product. This is a high-impact leadership position where you will lead a team of Senior Team Leads to deliver excellence for our customers. You'll balance the rigorous demands of operational KPIs with the human element of building a resilient, high-engagement culture. Specifically, you will: Drive Site Strategy: Take global and regional objectives and translate them into localised, data-driven action plans for the Budapest hub. Lead through Leaders: Mentor and grow a team of Senior Team Leads, ensuring they have the tools and feedback to scale their own teams effectively. Own Operational Excellence: Be responsible for the site's global performance across areas such as Quality (Resolution Rate), Cost (Occupancy & Cost per Contact), and Speed (SLAs & Handling Time). Be the Local Anchor: Act as the senior representative for Customer Support in the Budapest office, collaborating with Product teams, Workforce Management and Recruitment to solve local challenges, as well as enhace talent retention and growth. Navigate Complexity: Collaborate with our People and Legal teams to ensure all site operations meet governmental regulations and remain in strict accordance with Hungarian Labor Law. The Team You'll be joining a fast-paced, no-ego environment. You will report to a Regional Lead and work alongside a global network of experts. Your arrival will be a catalyst for the Budapest Hub 2026 strategy, allowing our teams to evolve, gain more stability, and take on new challenges as we continue scaling. Experienced Leader of Leaders: You have a proven track record of managing other leads ( typically 3+ years in Customer Support, with at least 1 year in a senior leadership position ). You know how to drive results through delegation, coaching, and accountability. Data-Driven: You use data to identify trends, support your reasoning, and measure the impact of your initiatives. You are comfortable validating forecast data and setting operational goals. Expert in Local Context: You have a solid understanding of the Hungarian labor market and regulations , allowing you to navigate "tricky" people cases and regulatory compliance with confidence. Strategic & Adaptable: You can pivot your strategy as the business scales and are comfortable communicating with and influencing stakeholders across the company. Resilient Prioritiser: You can distinguish between urgent and important , ensuring your team stays focused on long-term goals despite daily operational noise. Hiring Process: Application review (CV) Screening call with a member of the Talent Acquisition team Case study review (Take-Home Test) First interview with the team Final interview with Hiring Manager

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