2 days ago

Customer Support Team Lead

Workwize

Amsterdam

2 days ago

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Workwize is seeking a Customer Support Team Lead to manage and develop its EU-based Customer Operations team. The role involves ensuring SLA compliance, improving workflows, and leading a high-performing team in a fast-paced, remote-first environment. Requires 5+ years in customer support and 3+ years of leadership experience.

AIOn-siteFull-timeSeniorPylonCustomer Support

Customer Support Team Lead

Apply

AIOn-siteFull-timeSeniorPylon

Salary

Not specified

Work Location

Amsterdam, North Holland, Netherlands, NL

Work Model

On-site

Experience Required

5 years

Employment Type

Full-time

Experience Level

5+ years in customer support, 3+ years of manager/team lead experience

Core Qualifications

Technical (Must-have)

PylonCustomer SupportService OperationsTeam LeadershipSLA ManagementData AnalysisReportingQuality AssuranceTrainingSchedulingCapacity PlanningAI ToolsAutomationEnglish

Soft Skills

EmpathyCoachingCommunicationOrganizational SkillsProactiveCuriosityTime Management

Preferred Qualifications

Technical (Nice-to-have)

Pylon AdminIT LifecycleLogisticsHardware Asset ManagementAirtableRetoolHiBob15FiveStart-up EnvironmentSaaSLookerPower BIModeAI Prompts

Key Responsibilities

•Oversee all EU communication channels in Pylon to ensure SLA compliance
•Own and maintain Pylon reporting dashboards for the EU region
•Analyse EU ticket data to identify volume trends, recurring issues, root causes, and agent performance patterns
•Share regular insights with the CS Manager and cross-functional stakeholders
•Collaborate with the US Team Lead to maintain seamless global coverage and handovers
•Report bugs or system issues in Slack with clear steps, context, and customer impact
•Monitor squad tools used by EU agents to ensure end-of-day zero-action goals
•Review open tickets daily, ensuring timely resolution and proper adherence to workflows
•Lead daily EU team standups to align on priorities, SLAs, and blockers
•Own EU scheduling, capacity planning, holiday tracking, and public holiday coverage
•Distribute workload fairly across the EU team
•Conduct weekly or bi-weekly 1:1s with EU agents using 15Five
•Monitor EU KPIs and SLA performance and share updates with the CO Manager
•Ensure a smooth daily handover between EU and US teams
•Assist with agent growth, learning and improvement of skills
•Ensure agent correct usage of escalation pathways and resolve complex escalated EU tickets
•Identify agent training needs through QA results, ticket audits, and trend analysis
•Partner with Knowledge Management to create or update internal KB articles and Pylon AI workflows
•Recommend operational improvements, workflow updates, or system changes based on Pylon data insights
•Provide structured feedback to Operations and Product teams on recurring Support issues

Customer SupportTeam LeadSaaSTechnologyAmsterdamOn-siteFull-timePylonIT EquipmentStartup

Key Responsibilities

•Oversee all EU communication channels in Pylon to ensure SLA compliance

•Own and maintain Pylon reporting dashboards for the EU region

•Analyse EU ticket data to identify volume trends, recurring issues, root causes, and agent performance patterns

•Share regular insights with the CS Manager and cross-functional stakeholders

•Collaborate with the US Team Lead to maintain seamless global coverage and handovers

•Report bugs or system issues in Slack with clear steps, context, and customer impact

•Monitor squad tools used by EU agents to ensure end-of-day zero-action goals

•Review open tickets daily, ensuring timely resolution and proper adherence to workflows

•Lead daily EU team standups to align on priorities, SLAs, and blockers

•Own EU scheduling, capacity planning, holiday tracking, and public holiday coverage

•Distribute workload fairly across the EU team

•Conduct weekly or bi-weekly 1:1s with EU agents using 15Five

•Monitor EU KPIs and SLA performance and share updates with the CO Manager

•Ensure a smooth daily handover between EU and US teams

•Assist with agent growth, learning and improvement of skills

•Ensure agent correct usage of escalation pathways and resolve complex escalated EU tickets

•Identify agent training needs through QA results, ticket audits, and trend analysis

•Partner with Knowledge Management to create or update internal KB articles and Pylon AI workflows

•Recommend operational improvements, workflow updates, or system changes based on Pylon data insights

•Provide structured feedback to Operations and Product teams on recurring Support issues