CS Team Lead - Benelux

• Base salary between 54.000 euro and 66.000 euro per year.
• Join our mission-driven organization, leading innovation in a dynamic international and ambitious environment. Take ownership, leverage your expertise, and make a meaningful impact while advancing your career.
• 8% Pension allowance paid monthly with the freedom to invest at your discretion.
• We believe you have to recharge too! This is why you are entitled to our ‘unlimited holiday policy’.
• Travel allowance.
• All the technology and business tools to succeed.
• Daily varied and healthy food options for lunch. And of course drinks at our own Road bar.
• Besides working on our mission together, we like to have fun and connect with social events and team-building activities.
• Personal training and development opportunities.
• Referral program.
• Headquarters located in one of the most dynamic and cosmopolitan cities in Europe: Amsterdam.
• Diverse and creative colleagues from every corner of the world.

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• Bachelor's degree in a related field (e.g., Business, Management) or equivalent work experience.
• Proven experience in a leadership role within customer support or a related field.
• Strong leadership and team management skills with the ability to motivate and inspire a customer support team.
• A customer-centric mindset with a commitment to delivering an exceptional customer experience.
• Excellent communication skills in Dutch and English, both verbal and written, with the ability to interact effectively with customers and team members.
• Strong problem-solving skills and the ability to make decisions under pressure to resolve customer issues.
• Ability to adapt to changes in customer needs and industry trends.
• Analytical mindset with the ability to interpret data and use it to drive improvements in customer support operations.

• Lead and manage a team of Customer Support Specialists.
• Provide guidance, mentorship, and ongoing training to team members.
• Foster a positive and collaborative team culture
• Oversee the resolution of customer inquiries, concerns, and issues.
• Work closely with team members to ensure timely and effective solutions.
• Handle escalated customer issues and ensure a high level of customer satisfaction
• Identify training needs and coordinate ongoing training programs to enhance the team's product knowledge and customer service skills.
• Conduct regular performance assessments and provide constructive feedback.
• Collaborate with cross-functional teams to identify areas for process improvement in customer support workflows.
• Implement and optimize procedures to streamline issue resolution and enhance the overall customer experience.
• Establish and monitor quality assurance measures to ensure consistent and high-quality customer support.
• Conduct regular audits of customer interactions and provide feedback to maintain service excellence.
• Analyse customer support data, trends, and key performance indicators (KPIs) to identify areas for improvement and implement data-driven solutions
• Collect and analyze customer feedback to understand satisfaction levels and implement strategies for continuous improvement.
• Collaborate with other departments, such as product development and marketing, to ensure a cohesive and customer-centric approach.