Customer Support Team Lead

Summary

Join Tellent's Support Team as a Team Lead and lead and scale the Support team to maintain their stellar customer service. You will bring your player/coach mindset to ensure the fast-growing team is always ready to support customers. You'll help the team maintain their KPIs, provide continuous training, and drive initiatives to increase customer satisfaction. The role involves leading a team of four FTEs, focusing on the DACH market, and collaborating with cross-functional teams. You will spend the first three months learning about Tellent's systems and processes before taking on more responsibilities. This is a remote position within the Netherlands, with opportunities to work from the Amsterdam office.

Requirements

• Proven experience in a customer support leadership role, particularly in managing German-speaking customers
• 1+ year of experience coaching teams or individuals
• 2+ year of experience within a company in IT/Software/SaaS
• Fluent in German & English
• Acted as a go-to escalation point
• Demonstrated ability to lead and motivate a team to achieve performance targets
• In-depth understanding of customer support processes and best practices
• Adaptability to navigate through changes and evolving customer support requirements

Responsibilities

• Lead and mentor a team of four FTEs to ensure seamless support for our German-speaking customers
• Take ownership of the DACH market's unique needs and challenges by dedicating 60% of your time to supporting customers in the first line. The other 40% of time will be dedicated towards team lead responsibilities
• Coordinate with cross-functional teams to provide comprehensive solutions to customer issues
• Drive performance improvements and ensure adherence to service level agreements
• Collaborate with product and development teams to communicate customer feedback and contribute to product enhancements
• Develop and implement strategies to enhance customer satisfaction and loyalty
• Drive team projects and self-improvement initiatives; coaching, knowledge sessions, training
• Monitor and balance workload between team members
• The support KPI’s in check; 95%+ satisfaction rate & <10 minute median response time
• Review the chat history of your teammate to help them improve workload management
• Keep track of your teammates' performance by having regular check-ins
• Be an escalation point for the team in difficult situations to de-escalate or use as a coaching moment

Preferred Qualifications

• Familiarity with the Recruitee, KiwiHR platform or Tellent suite is a plus
• A critical mind to challenge existing ways of working and strive for optimization

Benefits

• Flexibility to work from home in the Netherlands and from our beautiful canal-side office in Amsterdam
• A chance to be part of and shape one of the hottest, most ambitious scale-ups in Europe
• Work in a diverse and multicultural team
• ���1,500 annual training budget plus internal training
• Pension plan, travel reimbursement, and wellness perks
• 28 paid holiday days + 2 additional days to relax in 2025
• Work from anywhere for 4 weeks/year
• An inclusive and international work environment with a whole lot of fun thrown in!
• Apple MacBook and tools
• ���400 travel budget to visit your colleagues in Poland or France
• ���200 Home Office budget