B2B Support Team Lead

About the role

GetTransfer.com is a global marketplace for booking transfers, operating in 180 countries. It is looking for a B2B Support Team Lead to take full responsibility for the quality of service provided to partners and to build a small but highly effective team. The role covers managing the team, organising 24/7 support and improving partner experience through automation.

Key responsibilities

• Manage the B2B support team: recruitment, training, development, KPIs and performance monitoring
• Organise round-the-clock support with an optimal team size and workload distribution
• Ensure partners' SLAs are met and monitor the speed and quality of enquiry handling
• Optimise and automate support processes, including AI tools, chatbots and integrations
• Analyse enquiries, identify systemic issues and organise their resolution
• Resolve complex and critical situations and handle partner complaints
• Flag risks of partner churn to B2B sales and account managers
• Work with product, development and other departments to improve the customer experience
• Monitor key metrics, analyse the effectiveness of automation and provide regular reports

Required profile

• At least 2 years' experience leading a support team (customer support, account support or operations)
• Experience with B2B clients and partner SLAs
• Experience organising a team to work 24/7 or on a shift rota
• Ability to handle objections and deal with challenging partners
• Ability to work with metrics and make data-driven decisions
• Systemic thinking and the ability to stay focused under pressure
• English at B2 level or above, with fluent written and spoken business communication

Required skills

• Helpdesk systems such as Zendesk, Freshdesk, Intercom or Jira Service Management
• Practical experience of automating support processes
• Advantageous: no-code/low-code tools (Zapier, Make, n8n), travel tech and OTA partner experience, API integration troubleshooting

What we offer

• Salary of $1,500 to $1,800 per month, with choice of payment currency
• 5-day-on, 2-day-off schedule from 09:00 to 19:00, with a 1-hour lunch break
• 3-month probation, annual paid leave and paid sick leave
• International employment agreement with fully digital document management
• Career progression, training, access to a corporate library and English classes
• Corporate discounts and vouchers