Complaints Team Lead

At WeDoSupport, we don’t just manage services – we support success. Founded in 2023 in Cyprus, our diverse international team of 120+ members specializes in customer support, AML and fraud prevention, KYC, and risk management, ensuring our clients’ operations stay secure and efficient. Just as we support our clients, we support our team: with opportunities for growth, stability, rewards, relocation assistance, and a strong sense of community. Together, we do support, and we do it right. We’d love to have you with us.

Must skills:

• Strong Communication Skills – Ability to communicate clearly and professionally with customers in writing.

• Problem-Solving Ability – Capacity to analyze situations, identify root causes, and provide appropriate solutions.

• Conflict Resolution Skills – Ability to de-escalate tense situations and manage difficult customers with empathy and professionalism.

• Attention to Detail – Ensuring accuracy when investigating complaints, documenting cases, and providing resolutions.

• Time Management – Ability to prioritize and handle multiple complaints efficiently within deadlines.

• Decision-Making Skills – Confidence in making fair and balanced decisions while adhering to company policies and regulations.

• Knowledge of Regulatory Compliance – Understanding of relevant industry regulations and guidelines related to customer complaints.

• Team Collaboration – Ability to work closely with other departments to resolve complaints effectively.

• Adaptability – Capability to handle a high-volume, fast-paced environment with evolving company policies and procedures.

• Can-do attitude - Positive outlook and attitude towards work.

Considered a plus:

• Previous experience in a similar role

• Previous experience with Jira/ Confluence/ Slack/ Trello;

• Additional language skills, in particular Swedish, Danish, Romanian, Greek.

• Compliance/Legal awareness - Familiarity with consumer rights, GDPR, or industry-specific regulations.

Responsibilities:

• Managing the team, including performance reviews, attendance, and leave approvals.

• Overseeing the complaint resolution workflows to ensure timely responses.

• Coordinating with B2B partners and affiliates involved in complaint resolution.

• Creating and implementing new complaint-handling procedures and best practices for each regulation.

• Liaising with other departments on compliance, legal, and regulatory matters affecting complaints.

• Ensuring the team is prepared for new license/brand launches, including training and process alignment.

• Handling recruitment, including defining hiring needs, conducting interviews, and onboarding new team members.

• Ensuring the team is well-trained and equipped to handle complaints effectively.

• Supporting new hires with a structured onboarding process for smooth integration.

• Forecasting team workload and resource needs to maintain optimal staffing levels.

• Deep diving into complaints to gain insights for potential system/procedure issues and offer proposals for improvement.

Benefits:

• Snacks in the Office;

• 24 days of vacation per year;

• 6 days of paid sick leave

• Attractive office location and facilities;

• Medical insurance;

• Breakfasts and lunches in the office (partially paid by the Company);

• Languages classes (partially paid by the Company);

• Social Club of the Company;

• Birthday, wedding and newborn gifts.

Your potential + our support = success. Let’s make it happen!

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