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Customer Support Lead

  • Remote, Hybrid
    • Amsterdam, Noord-Holland, Netherlands
  • Customer Support

Job description

Are you a dynamic leader with a passion for customer support and expertise in Zendesk/Chatbot?

At Workwize, we’re looking for a Customer Support Team Lead to oversee our international remote team and enhance our customer support operations. If you excel at managing teams, optimizing processes, and leveraging Zendesk, this role is for you!


Workwize: Impacting the world by enabling the hybrid/remote working model. 

Hybrid working has become the new norm, and it’s here to stay. 
At Workwize, we empower companies to connect with their employees by providing the right tools and equipment to ensure their success. Through our centralized platform, we streamline the process of provisioning, maintaining, and managing remote and hybrid office equipment and services. Our mission is to help forward-thinking companies unlock their growth potential and make a tangible impact on the world. Join us in shaping the future of work today!


About the Role:

As the Customer Support Lead, you will ensure top-tier service for our users while continuously improving their experience. You will manage daily operations, drive team performance, and implement innovative solutions to enhance service quality.
Reporting to the Customer Support Manager, you will collaborate with the product and operations teams to integrate customer feedback and improve our platform.


Key Responsibilities:

1. Team Management & Performance:

  • Manage the team (Currently 7 agents based in Philippines and South Africa, to be grown)
  • Hire and train new agents in various geographies
  • Review performance of the team and of agents based on defined KPIs
  • Manage quality assurance to recognize high performance and design targeted improvement plans

2. Issue Escalation & Resolution:

  • Being second line of resolution for ticket escalations
  • Diagnose and resolve common team challenges
  • Analyze customer feedback to identify and share to Customer Support Manager

3. Operational Efficiency on Zendesk:

  • Oversee Zendesk's ways of working and highlight improvements
  • Present feedback to Customer Support Manager for process improvement


Job requirements

Skills & Requirements:

  • 4+ years of experience in Customer Support, including at least 2 years in a leadership role
  • Extensive Zendesk experience
  • Experience managing remote and international teams
  • Experience in a SaaS environment is desirable
  • Strong analytical and problem-solving abilities
  • Excellent verbal and written communication in English


Characteristics:

  • Proactive leader with a customer-centric mindset
  • Structured leader, able to follow and address areas of process improvements
  • Bias for efficiency
  • Emotional intelligence for team management
  • Adaptable and innovative in a fast-paced environment


Our Team:
Join Workwize and make an impact! We're revolutionizing the way we work and care deeply about our employees' growth and satisfaction. Our diverse team of ambitious professionals, including entrepreneurs, operational specialists, developers, and sales experts, constantly seeks original ideas to reach more consumers and provide top-notch value to our customers. At Workwize, we celebrate individual expression, valuing diverse perspectives and encouraging creativity. We believe in having a great time along the way, fostering a positive and enjoyable work environment. Come unleash your potential with us!


Workwise offers:

  • Flexibility to work in a hybrid environment, balancing office and home settings.
  • The best working setup, with all necessary tools and equipment provided.
  • A vibrant, entrepreneurial work environment that encourages innovation and growth.
  • Weekly team lunches and monthly surprise events to build team spirit and have fun along the way.


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