Technical Customer suppor Lead

1 day ago

Heraklion, Crete, Greece team Global Full time

About Enartia (part of )

Enartia comprises Papaki and Top.Host, recognized leaders in the .GR domain registration and web hosting services in Greece. We operate in a fully remote setup, offering you the freedom to work from home. Our vision is to make online business simpler by empowering companies, mainly SMEs, SoHos and freelancers with WOW online solutions. We utilize the power of the Internet to make daily life easier and more productive for everyone through innovative, reliable, and friendly services. We provide top-quality services to our customers, and at the same time, aim to create innovation and change.

Job Overview

We're looking for a Technical Customer support Lead to drive customer satisfaction and loyalty by improving support interactions, managing the customer lifecycle, and promoting cross-selling. You'll lead and coach 2nd Level Support team while collaborating closely with 1st Level Support, Sales, and CX Ops: QA. Key responsibilities include analyzing feedback, reducing support contacts, improving processes, and developing training resources. This role blends strategy, leadership, and teamwork to deliver a seamless, high-quality customer experience.

Responsibilities:

Lead and coach the 2nd Level Support team, fostering collaboration, service quality, and a positive team culture

Communicate directives, updates, and strategic decisions from upper management to employees, ensuring alignment and clarity across teams.

Collaborate cross-functionally teams to resolve customer issues, ensure compliance, and support process improvements.

Oversee and enhance Managed Services (Hosting & IaaS), handle complex support cases, and continuously improve team operations and efficiency.

Represent the team in cross-brand collaboration, share best practices, and contribute to product and service improvements through customer feedback. Coordinate with other teams on customer-related cases, infrastructure, and tool/service improvements.

Report bugs and issues to PnT (Product & Technology) or the appropriate dept, and escalate infrastructure-related problems to the Infrastructure Team and relevant managers.

Skills & Qualification:

Proven leadership and team management abilities.

Excellent communication skills in both Greek and English.

Experienced in Linux operating system environments

Experienced in Linux web hosting administration with emphasis on service mamagement (Apache Nginx, PHP, MySQL, email, DNS, monitoring & security)

Ability to handle complex customer issues with empathy and efficiency.

Strong collaboration skills and a team-oriented mindset

"Come as you are"

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

ESG

At , our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact?

LI-CC1

Department

Customer Experience

Locations

Heraklion - Crete

Remote status

Fully Remote

Seniority

Mid-Senior level

LinkedIn Company Name

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