📍 Job Overview

Job Title: Customer Support Team Lead (Logistics)
Company: SatoshiLabs
Location: Prague, Praha, Czechia
Job Type: Full-Time, Hybrid
Category: Customer Support, Team Leadership
Date Posted: 2025-07-09
Experience Level: 2-5 years
Remote Status: On-site with hybrid flexibility

🚀 Role Summary

Lead and manage the customer support team to ensure high-quality service and meet organizational goals.
Handle escalated cases and provide feedback to the rest of the company.
Oversee employee scheduling, work allocation, and team performance.
Foster a positive team environment and support team members' growth and well-being.

📝 Enhancement Note: This role requires strong people management skills and the ability to balance customer demands with organizational objectives. Experience in customer support and a background in IT or crypto are beneficial.

💻 Primary Responsibilities

Team Leadership: Oversee the customer support team, ensuring they meet daily metrics and organizational goals.
Case Management: Handle escalated cases and provide support to team members as needed.
Performance Monitoring: Track team performance and ensure service level agreements (SLAs) are met.
Feedback and Improvement: Provide regular feedback to team members and contribute to company-wide improvements.
Resource Allocation: Manage employee scheduling and work allocation within the team.

📝 Enhancement Note: This role involves a mix of leadership, problem-solving, and communication skills. A proactive approach to identifying and addressing team and process improvements is essential.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Management, or a related field. Relevant experience may substitute for formal education.

Experience: Proven experience in people management, customer support, or a related role. Familiarity with IT and crypto industries is beneficial.

Required Skills:

People management experience
Empathy and strong communication skills
Critical thinking and problem-solving abilities
General IT and crypto knowledge
Experience as a support agent
English - full professional proficiency

Preferred Skills:

Experience with ticketing systems
Knowledge of Trezor products and services
Familiarity with remote team management

📝 Enhancement Note: While specific experience in the crypto industry is not required, a strong interest in and understanding of cryptocurrencies is essential for success in this role.

📊 Web Portfolio & Project Requirements

Not applicable for this role

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between 60,000 - 80,000 CZK per month, based on industry standards for a team lead role in Prague. This range may be adjusted based on the candidate's skills and experience.

Benefits:

Financial compensation based on skills and experience, with the option to receive part of it in Bitcoin
Budget for professional development (training programs, courses, and workshops of choice)
High level of flexibility, with the option to work remotely or from the office
Comfortable office space in Prague 8, including a gym, massages, foosball, billiards, a snack-stocked kitchen, 3D printers, and free on-site parking
Friendly working environment, regular company events, and fun team get-togethers
Additional perks such as a MultiSport card or a company mobile plan

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in Prague. The final salary offer will be determined based on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cryptocurrency and blockchain technology

Company Size: Medium (100-250 employees)

Founded: 2012

Team Structure:

The customer support team consists of approximately 10-15 agents, with the team lead reporting directly to the Head of Customer Support.
The team works closely with other departments, including product management, development, logistics, and marketing.

Development Methodology:

The customer support team follows a ticket-based system for handling customer inquiries and issues.
The team uses Agile methodologies for tracking and managing team performance and priorities.

Company Website: Trezor

📝 Enhancement Note: SatoshiLabs is a well-established company in the cryptocurrency industry, known for its innovative hardware wallet products. The company values a strong customer focus and continuous improvement.

📈 Career & Growth Analysis

Customer Support Team Lead: This role is responsible for leading and managing the customer support team to ensure high-quality service and meet organizational goals. The team lead provides guidance and support to team members, handles escalated cases, and contributes to company-wide improvements.

Reporting Structure: The team lead reports directly to the Head of Customer Support and works closely with other department heads to ensure customer support aligns with overall company objectives.

Technical Impact: The team lead's decisions and actions directly impact the quality of customer support provided, affecting customer satisfaction and the company's reputation.

Growth Opportunities:

Team Expansion: As the company grows, there may be opportunities to expand the customer support team and take on additional responsibilities, such as managing multiple teams or leading a larger department.
Cross-functional Projects: Collaborating with other departments on special projects or initiatives can provide opportunities to develop new skills and gain exposure to different aspects of the business.
Career Progression: With experience and strong performance, team leads may have the opportunity to move into management or leadership roles within the customer support department or the company as a whole.

📝 Enhancement Note: Career growth opportunities in this role depend on the individual's performance, the company's growth, and the availability of suitable positions. Proactive engagement and a strong work ethic can increase the likelihood of career advancement.

🌐 Work Environment

Office Type: Hybrid, with the option to work remotely or from the office

Office Location(s): Prague 8, Czech Republic

Workspace Context:

The customer support team works in a comfortable, modern office space with access to various amenities, including a gym, massages, foosball, billiards, a snack-stocked kitchen, 3D printers, and free on-site parking.
The team works collaboratively, with regular team meetings and cross-functional interactions to ensure customer support aligns with overall company objectives.

Work Schedule: Full-time, with flexible hours to accommodate customer support needs. The team lead may be required to work outside of standard business hours to handle escalated cases or provide coverage as needed.

📝 Enhancement Note: The work environment at SatoshiLabs is dynamic and fast-paced, with a strong focus on customer support and continuous improvement. The company values a positive, collaborative work culture and provides employees with the resources and support they need to succeed.

📄 Application & Technical Interview Process

Interview Process:

Resume Review: The hiring team will review your resume and cover letter to ensure your qualifications and experience align with the role's requirements.
Phone/Video Screen: A short phone or video call to discuss your application and answer any questions you may have about the role or company.
On-site Interview: A visit to the SatoshiLabs office in Prague for a more in-depth discussion about the role, team dynamics, and company culture. This may include meetings with the hiring manager, team members, and other stakeholders.
Final Decision: The hiring team will make a final decision based on the interviews and your application materials.

Portfolio Review Tips: Not applicable for this role

Technical Challenge Preparation: Not applicable for this role

ATS Keywords: People management, customer support, team leadership, IT, crypto, Agile, ticketing system, customer satisfaction, SLA, performance monitoring, feedback, critical thinking, problem-solving, communication, English proficiency

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's people management skills, customer support experience, and cultural fit. Preparation should focus on demonstrating a strong understanding of customer support principles, team leadership, and the cryptocurrency industry.

🛠 Technology Stack & Web Infrastructure

Not applicable for this role

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Prioritize customer needs and ensure high-quality service at all times.
Continuous Improvement: Regularly review and improve processes and practices to enhance customer support and team performance.
Collaboration: Work closely with other departments to ensure customer support aligns with overall company objectives.
Empathy: Understand and address customer concerns with compassion and professionalism.

Collaboration Style:

The customer support team works collaboratively, with regular team meetings and cross-functional interactions to ensure customer support aligns with overall company objectives.
The team uses Agile methodologies for tracking and managing team performance and priorities.
The team lead is responsible for fostering a positive, inclusive team culture that supports the growth and well-being of team members.

📝 Enhancement Note: SatoshiLabs values a strong customer focus and continuous improvement. The company encourages a positive, collaborative work culture that supports the growth and well-being of its employees.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Escalated Cases: Handle complex customer issues and complaints, requiring strong problem-solving skills and a deep understanding of Trezor products and services.
Team Management: Balance the needs of individual team members with the overall goals of the team and the organization.
Process Improvement: Identify and implement improvements to customer support processes and practices to enhance team performance and customer satisfaction.

Learning & Development Opportunities:

Product Knowledge: Deepen your understanding of Trezor products and services through regular training and development opportunities.
Industry Trends: Stay up-to-date with the latest developments in the cryptocurrency industry and their potential impact on customer support practices.
Leadership Skills: Develop your leadership and management skills through on-the-job training, coaching, and mentoring opportunities.

📝 Enhancement Note: The technical challenges and learning opportunities in this role depend on the individual's skills, experience, and the company's growth and priorities. Proactive engagement and a strong work ethic can increase the likelihood of career advancement and professional development.

💡 Interview Preparation

Technical Questions:

Team Management: Describe your experience with people management and provide examples of how you have handled team dynamics, performance issues, or process improvements.
Customer Support: Share your approach to handling escalated cases and ensuring high-quality customer service. Provide examples of successful customer support strategies you have implemented in the past.
Problem-Solving: Walk through a complex customer issue you have faced in the past and explain how you approached and resolved it.

Company & Culture Questions:

Company Fit: Explain why you are interested in working for SatoshiLabs and how your skills and experience align with the company's mission and values.
Team Dynamics: Describe your preferred working style and how you would contribute to a positive, collaborative team culture at SatoshiLabs.
Industry Knowledge: Demonstrate your understanding of the cryptocurrency industry and its trends, and discuss how you stay up-to-date with the latest developments.

Portfolio Presentation Strategy: Not applicable for this role

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's people management skills, customer support experience, and cultural fit. Preparation should focus on demonstrating a strong understanding of customer support principles, team leadership, and the cryptocurrency industry.

📌 Application Steps

To apply for this Customer Support Team Lead (Logistics) position at SatoshiLabs:

Submit your resume and a short cover letter through the application link provided.
Prepare for a phone or video screen to discuss your application and answer any questions about the role or company.
If selected, visit the SatoshiLabs office in Prague for an on-site interview, including meetings with the hiring manager, team members, and other stakeholders.
Wait for the hiring team's final decision, which will be communicated within a week of your interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Team Lead (Logistics)