Team Leader – Customer Support

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

📋 Description

• Lead and mentor the customer support team.

• Inspire, coach, and enhance the skills of team members.

• Prioritize support cases based on established criteria.

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

• Monitor and report on team performance; identify areas for improvement and implement corrective measures.

• Conduct one-on-one reviews and assist with personal development plans.

• Oversee both monthly and annual performance evaluations.

• Manage unresolved and aged customer support cases with current resolution strategies.

• Plan and allocate team resources according to projected demand.

• Lead or take part in hiring, onboarding, and orientation processes.

• Collaborate with other teams to address cross-functional customer concerns.

• Engage in initiatives that support Unit4's shift towards a SaaS model.

• Advocate for continuous improvement and measure outcomes effectively.

• Drive achievement of SLAs and KPIs using SMART objectives.

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

⛳️ Requirements

• Experience leading a geographically dispersed team with demanding schedules.

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

• Ability to engage and build relationships with individuals at all organizational levels.

• Capability to manage multiple competing priorities.

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

• Strong focus on customer satisfaction, performance, and results.

• High degree of initiative and accountability; able to act independently.

• Comprehensive understanding of the Customer Support Process.

• Familiarity with Unit4 Financials by Coda product is advantageous.

• Knowledge or experience with ServiceNow is beneficial.

• Understanding of ITIL principles.

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

• Must meet applicable right-to-work and security-check requirements.

🏝️ Benefits

• Flexible Leave Paid Time Off policy.

• Opportunities for remote working.

• Global Wellbeing Days.

• Growth opportunities, tools, and support for development.

• Collaboration with talented colleagues, role models, and mentors.

• Commitment to sustainability through Environmental, Social, and Governance strategy and the Act4Good programme.

• A safe and inclusive workplace environment.

• Employee Resource Groups accessible to all.