Team Leader – Customer Support

This is a fully remote position, open to applicants in Netherlands, +1 more country.

📋 Description

• Lead and direct the customer support team.

• Inspire, coach, and develop team members.

• Prioritize support cases based on established parameters.

• Handle customer escalations, resolve issues, and conduct root cause analysis.

• Monitor and report on team performance while implementing corrective measures.

• Conduct individual reviews and assist in personal development plans.

• Supervise monthly and annual performance evaluations.

• Manage unresolved support cases and maintain resolution strategies for aged cases.

• Plan and allocate team resources in alignment with forecasted demand.

• Lead or assist in hiring, onboarding, and induction processes.

• Collaborate with various teams to address issues that cross multiple areas.

• Engage in initiatives that support Unit4’s transition to a SaaS model.

• Advocate for continuous improvement and measure success.

• Drive achievement of SLA and KPI targets using SMART objectives.

• Ensure adherence to company policies, procedures, ISO/BS standards, and information security protocols.

⛳️ Requirements

• Experience managing a geographically dispersed team with demanding work schedules.

• Prior experience as a Team Leader or Manager in a SaaS software environment is preferred.

• Capability to interact and build rapport with individuals at all levels while managing multiple priorities.

• Strong skills in data reporting, presentation, and communication.

• A clear emphasis on customers, performance, and outcomes.

• High level of initiative and accountability, demonstrating self-reliance.

• Comprehensive understanding of the Customer Support Process.

• Familiarity with ERP / ERPx is advantageous.

• Knowledge or experience with ServiceNow is beneficial.

• Understanding of ITIL practices.

• May require security clearance for customer projects and access to sensitive data.

• Background checks may be necessary, including criminal record declaration, right to work verification, personal identification, and work history, subject to local laws.

🏝️ Benefits

• Flexible Leave Paid Time Off policy.

• Opportunities for remote work.

• Global Wellbeing Days.

• Growth opportunities, resources, and guidance.

• Access to talented colleagues, role models, and mentors.

• Engagement in sustainability initiatives, including Environmental, Social, and Governance strategy and the Act4Good program.

• A safe and inclusive workplace environment.

• Employee Resource Groups available to all.