Customer Support Team Lead

Start date:  Immediately or after 30 days’ notice period.

Contract type:  permanent

Location:  Zagreb

Travel: Requires occasional travel to customer sites in Europe / EMEA and our regional offices.

What’s great about this opportunity?

  • Join GDi team and work with high-profile business clients on challenging projects and technologies
  • Give your contribution in developing new product that aims to be the top of its kind
  • Bring your best practices on board and set high standards for the team

Your challenge

GDi COMS (Cloud Operations, Support and Maintenance) department is at the core of company relations to its continued long-term mission critical customers. Communication, responsiveness, reliability and deep interest in customer success are the main values of the department.

We are looking for a Customer Support Team Lead who is responsible for overseeing the daily operations of First line customer support team as well as participating as an active member of the team. Customer Support Team Lead will be expected to lead by example, organize and improve processes, build reports, handle escalations and help with ad hoc projects and training.

As part of our team you will be working on:

  • Oversee the day-to-day First line support process operations and provide direct supervision of the Customer Support Team, monitor team performance and report on metrics
  • Act as a senior agent who will drive customer satisfaction through customer support
  • Act as a mentor and provide oversight, coaching, and training to customer support staff
  • Be the point of contact when it comes to customer escalations
  • Record and track team SLAs and workflows and provide a feedback loop to management and customers on resolved and in progress problems and incidents
  • Clearly communicate escalated issues to IT operations and product managers as needed
  • Manage and report on all incoming customer support enquiries
  • Be actively involved with the operational delivery and UAT if required for new product and feature releases
  • Ensure that all customer inquiries and issues are solved correctly in a prompt and professional manner
  • Be in the centre of the creation and implementation of customer self-service material and tools

About you:

  • Bachelors or Master’s Degree in Computer Science or related technology sciences
  • Proven people management and leadership skills
  • At least 4 years of proven experience in Technical Support role (or similar)
  • Excellent written and oral communications skills with the ability to work effectively and provide feedback to customers, senior level managers and vendors
  • Very good technical understanding of Windows server Administration, batch scripting, AD, TCP/IP, DNS, IIS, LB, Database, Virtualization and Cloud concepts
  • Proficiency in English language, fluent oral and written communication with clients worldwide
  • Professional attitude and relationship with internal and external clients and colleagues
  • Initiative and collaboration skills to achieve business goals
  • Strong problem solving and analytical skills to investigate and resolve customer support tickets
  • Love being the first line of support and troubleshooting issues
  • Able to multi-task efficiently under time pressure

Few more reasons to apply

  • Opportunity for continuous development and learning through internal seminars, educations and conferences.
  • Potential to grow within a dynamic team, in a company expanding globally.
  • Flexible working hours.
  • Competitive salary based on experience and education.

  • Pet friendly office.

If you have excellent customer support skills and a passion for team leadership, we would like to meet you!

How to apply?

Send us your application letter and CV in PDF format, with subject:

“Customer Support Team Lead”

Please send application to

Only shortlisted candidates will be contacted.

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