Customer Support Team Lead

6 maanden geleden

Amsterdam Oost, Nederland Fastned Voltijd

**Join a fast-growing company with a purpose At Fastned, you will actively contribute to accelerating the transition to electric mobility. With over 250 colleagues (more than 40 nationalities) across 9+ countries, we have big plans: we are building a Europe-wide network of beautiful fast-charging stations where electric drivers can charge their cars with energy from the sun and wind. We have recently been voted the best charging network in the UK, France, and the Netherlands, which is a testimony to our drive to offer the best charging experience to EV drivers**
- **️ Your role**

The Customer Support Team Lead is a crucial part of theCustomer Operations team and is responsible for leading and coaching the team while ensuring that daily operations are performed timely and accurately.

Your overall responsibilities include but are not limited to:

- Lead and manage a team of nine agents.
- Conduct 1:1 meetings to maintain team focus and motivation.
- Monitor daily performance and workload via the KPI dashboard and Zendesk.
- Guide the team in troubleshooting and resolving complex issues.
- Ensure the team has the skills, resources, and support to perform at a high standard, and seek ways to improve efficiency and success.
- Manage KPIs and Customer Support projects with the team, delivering outputs as expected.
- Continuously evaluate outcomes, manage performance, and optimize processes to meet productivity, quality, and efficiency goals.
- Cultivate an inspiring team environment with clear communication and aligned goals for success.
- **️ Who we’re looking for**
- Exceptional interpersonal and communication skills with a passion for teamwork
- Proven experience in data analysis, especially performance-related data
- Ability to identify root causes and act on insights to drive improvement
- Highly motivated and detail-oriented, able to work independently
- Experience in customer service, call centers, or related environments
- Proficient in English; additional languages are a plus
- **️ Our perks**

We work hard to change the world, but we don't forget to recognise & celebrate our successes, big and small. We put a focus on work-life balance, provide you with genuine work flexibility and have family-friendly policies in place. Our benefits include:

- ️ Stock option plan -> we believe in shared value creation;
- ️ A training and development budget of €3,000 per year per employee, because development and training are important to us and our sector offers endless opportunities;
- ️ An attractive pension plan (fully covered by Fastned);
- ️ Daily vegetarian lunches, snacks & drinks are provided at our office locations;
- ️ Full access to our electric vehicle fleet with all charging expenses covered;
- ️ Next to fun events year-round, we throw notorious Christmas parties and organize an amazing yearly trip abroad with all employees;
- ️ Other perks include full travel compensation and company swag, to make you look extra electric

recruitment(at)fastned.nl

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