Ensure operational excellence, customer satisfaction, and team efficiency.
Manage and resolve customer inquiries and complex issues.
Support your team in resolving advanced or escalated cases.
Monitor and improve customer satisfaction through effective support strategies.
Ensure timely, high-quality responses to customer requests.
Hire, lead, mentor, and motivate a team of support agents across different markets and countries.
Provide ongoing coaching and guidance to foster professional growth.
Build a collaborative, customer-centric team culture.
Continuously assess and enhance support processes to boost efficiency and quality.
Identify and implement tools and technologies that streamline workflows.
Gather and analyze customer feedback to drive product and process improvements.
Define and monitor KPIs for the support team.
Regularly review and report performance to leadership.
Handle and appropriately escalate critical customer issues (L1–L3).

3–5+ years of experience in customer support or service, ideally in a SaaS or tech environment.
Proven leadership or mentoring experience (team of ±3 people) and/or track record of managing and executing support projects.
Strong familiarity with support tools/CRMs (Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
Comfortable in a fast-paced, growth-driven environment with evolving priorities.
Excellent communication skills (verbal & written).
Strong leadership and people management abilities.
Analytical mindset: ability to monitor metrics (response time, CSAT, NPS) and identify trends.
Process
and quality-oriented: ensuring consistency and efficiency.
Deep customer empathy and solution-oriented approach.
Solid technical aptitude to collaborate with Product and Engineering.
Languages: English required; French and Dutch are a strong asset.
Nice to Have: Bachelor’s degree (or equivalent) in Business, IT, Communications, or a related field.
Experience in international or multilingual environments.
Familiarity with SaaS metrics (churn, adoption, retention).
Experience managing distributed teams across multiple regions.

A startup environment where everything is still being built – every win counts.
A dynamic and tight-knit team that’s waiting for you to help conquer new horizons.
A company culture based on trust and collaboration.
Other perks: quarterly team buildings, flexibility (up to 2 days remote per week), Tuesday crossfit session, and the opportunity to have a real impact on the company’s growth.

Customer Care Lead

Key skills