Set, monitor, and update goals and OKRs for the team, based on the evolution of the business.
Recurring performance management activities aimed to build a world-class support team.
Lead with empathy and care (as observed through the employee survey), while maintaining a strong lead-by-example posture.
Own the business through following the operational rigour cadence, build data-driven insights to improve the rituals and areas of focus, and raise the performance bars by constantly seeking new ways to deliver improved service to our customers.
Use dashboards, reports, or other data points to focus on goals attainment.
Be comfortable to context switch and deliver on-time against parallel priorities.
Anticipate risks and build mitigation strategies.
Have the customer in mind in all decisions, actions, and deliverables.
Be comfortable answering escalations, manage customer expectations, and build relationships with top-tier customers.
Build stakeholder relationships, manage expectations, and deliver successful outcomes aimed to improve internal collaboration.

Proven experience leading and developing customer service and support teams, preferably in a fast paced SaaS or tech environment
Experience leading distributed or cross-geographical teams
successfully guided or coached a diverse team of professionals towards service delivery excellence
Familiarity with building onboarding and skills actualization plans aimed to accelerate readiness for individuals.
Past experience managing performance and successfully turning lower performers around
Strong operational mindset with the ability to drive structure, follow operational cadence, and use data to improve performance
Customer-centric leader, comfortable handling escalations and balancing customer needs with business priorities
Fluent in English and Dutch language (written and spoken); German is a strong advantage.

Customer Service Team Lead

Key skills