Team Lead Customer Support
1 maand geleden
Team Lead Customer Support (24/7)
Are you an experienced leader with a passion for customer satisfaction and team management? As a Team Lead Customer Support for Central Operations, you will be the driving force behind the performance of our Intercom Support team. In this role, you will work alongside your team in a 24/7 environment, coordinating, coaching, and developing your team members to ensure they provide the best possible support, including handling and escalating incidents reported by both club members and staff.
This is what your assignment looks like
As a Team Lead Customer Support, you are the main point of contact and expert within the Intercom team. You know the workflows inside out and can execute them yourself when needed. You will also oversee the management of incidents reported from our clubs by both members and club personnel, ensuring they are handled and escalated appropriately.
Your responsibilities will be:
- Leading, coaching, and managing a team of Intercom agents
- Distributing the workload and ensuring KPIs like ‘time to respond’ and ‘handle time’ are met
- Handling escalations and supporting your team in resolving complex customer and club-related issues
- Monitoring and improving the quality of customer interactions through feedback and coaching
- Managing performance reviews, development plans, and addressing HR-related matters
- Managing and escalating incidents reported from clubs, by both members and staff
- Taking a proactive role in improving workflows and operational efficiency
About 30% of your time will be spent handling intercom requests and club incident reports yourself, keeping you closely connected to the team’s challenges and daily work.
We ask:
We’re looking for a motivated and hands-on leader who can thrive in a fast-paced, 24/7 environment. You’ll need strong organizational skills and the ability to manage and motivate a team.
Furthermore, we’re asking:
- Proven experience in a leadership role, preferably within customer support
- Strong knowledge of customer service workflows and tools, ideally Intercom
- Excellent communication and coaching skills
- Ability to work in 24/7 shifts and manage a team in a such an environment
- A solution-oriented mindset with the ability to handle escalations effectively
About us:
Basic-Fit is the number one low-cost high-value fitness brand in Europe. We are determined to make fitness accessible to everyone and a habit people love. Together with our orange team, we deliver affordable fitness solutions at 1500+ clubs across Europe, to over 4.1 million members combining our straightforward membership model with top-notch fitness technologies. However, where we are today is just the beginning. In the next years, we aim to further professionalize and continue our growth. We move fast like a start-up, whilst making use of our strong corporate backbone. Our company values can already be found in our name: B(Be), A(Accessible), S(Smart), I(Inclusive), C(Committed).
Are you curious, entrepreneurial, practical, and do you have a playful demeanor? Basic-Fit is the right place for you. Please feel invited to grow with us, to make an impact and to share our mission. Welcome to the Orange Community.
Furthermore, you can expect:
- An informal (you can wear jeans and sneakers if you like), international (many cultures and languages) and friendly, down-to-earth environment;
- Plenty of opportunities for your own initiatives and to make an impact;
- Unlimited access to the online training courses of LinkedinLearning and GoodHabitz;
- Good benefits, including travel allowance, a bicycle plan, discount on additional health insurance, and participation in our pension scheme (Basic-Fit pays 52% of the premium);
- Within walking distance of Hoofddorp train station and free parking at our headquarters;
- A beautiful gym (fitness equipment, spinning bikes, virtual group lessons) at our headquarters which you can use anytime.
Before applying, please make sure you are eligible to work in the Netherlands. Unfortunately, we do not sponsor new work visa or permits for this position. If you already have a sponsorship, it is possible to transfer this sponsorship to Basic-Fit.
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