Team Lead (Customer Support)

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 4000 clients across the fintech, crypto, transportation, trading and gaming industries including Duolingo, Bitpanda, Wirex, Avis, Exness, Flippa, italki, Bybit, LBANK, Gett, Kaizen Gaming, and TransferGo.

Our products are recognised by industry leaders like Gartner's Magic Quadrant, Forrester Wave™ and Frost Radar™.

Now we are looking for a Customer Support Team Lead to join our team!

What You Will Be Doing:

• Serve as a point of contact for team members during client interactions, providing
  guidance on best practices and effective responses.
• Coordinate daily team activities, ensuring that client inquiries are managed promptly and efficiently through Intercom and our CRM system.
• Handle escalated client issues when necessary, working with other team members to resolve complex cases.
• Assist in creating and updating internal resources, such as support guides and FAQs, to empower the team in their roles.
• Provide feedback to team members, recognizing strengths and identifying areas for improvement to support skill development.
• Collaborate with the heads of business support to identify opportunities for team
  training, workflow improvement, and process optimization.
  

About You:

• Experience in a client support role, preferably within a B2B or tech-focused
  environment.
• Familiarity with Intercom, CRM systems, and/or KYC technology (or a strong interest in learning).
• Strong communication skills with a focus on problem-solving and team support.
• Ability to work collaboratively, providing peer support while assisting the manager
  with team coordination.
• Excellent time-management skills, with the ability to balance client needs with team priorities.
• Prior experience in a senior support role or as a mentor to other support
  representatives.

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 – work from anywhere in the world.
• 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.