Customer Support Team Lead

4 weken geleden

Rotterdam, Nederland Academy to Innovate HR (AIHR) Voltijd

Full-time - Rotterdam HQ/Amsterdam
- Are you excited about shaping what a WOW-Quality Support experience looks like? Do you love coaching teams and contributing to a feedback-driven culture? How about enabling and educating customers? AIHR is looking for a **Customer Support Team Lead**. Join us to elevate the way we work and support our members**About AIHR**:
Founded in 2016 with the mission to future-proof HR, the Academy to Innovate HR (AIHR) has become the world’s market leader in online training for human resources professionals. We have a global customer base spread across 140+ countries, amongst which companies like Unilever, Reckitt, Goldman Sachs, Philips, Deloitte, Nike, Heineken, and UBS. Our goal is to continuously educate 100,000 HR Professionals by 2025.

We are an international team of 80+ people, driven by excellence, innovation, and a hunger to grow in everything we do. As such, we strive to provide the world’s best courses and excellent support to our customers while continuously optimizing every aspect of our work. With over 25 nationalities, our team is international, yet we all share a few traits: friendly, enthusiastic, and great team players.
- Being a fast-growing company, working at AIHR means taking on a lot of responsibility while getting countless opportunities to develop yourself in new areas and craft your own role.**Role & Responsibilities**:
This role gives you the opportunity to lead the daily operations of our Support function and team, participating in the development of the experience, team, and strategy of our support offering.

**As a Customer Support Team Lead, you’d be leading our Support Team of three Tier-2 Specialists,** to provide feedback, coach, and enable them to provide the best support possible for our members. You’d also closely collaborate with internal teams to identify cross-functional opportunities and ways to improve our Customer Experience.

This would include but is not limited to:
- Leading and directing the customer support team;
- Managing and understanding our support operations;
- Handle incoming escalations and support the team with best practices;
- Work directly with your manager, Neal, to define and execute team strategies and goals;
- Conduct 1-on-1 meetings with direct reports.- At AIHR, our mission is to future-proof HR by offering world-class online training programs for HR Professionals. As the Customer Support Team Lead, you will become a trusted source of truth for teams within the organization, and you will have a deep understanding of our customers, teams, and products to create a seamless experience.**On a typical week...**:
On a typical Monday morning, you will start the day by planning your week and preparing for the team stand-up when you and your colleagues share the focus area for the coming days. After that, you grab coffee and briefly chat with your colleagues about their weekend adventures You kick off your tasks for today and jump into getting a full overview of the week, planning, and setting up your team for success.

You assess the support that your team needs, and help them with any situations they may need. Then you review the Support data and conversations from last week to spot trends and provide feedback.

It’s time for lunch Lunch is prepared by our in-house chef, Rick; after lunch in the office with colleagues, you move on to planning the project timelines for the support team and meeting with the team 1-on-1 to provide feedback and support them in their development.

Tomorrow, you will have a 1-on-1 with your manager, Neal (Customer Experience Manager), to discuss needs and opportunities for Support. Here, you calibrate the strategy and deliverables for the team. Later, you meet with cross-functional partners to get the scoop on all upcoming changes in the product/organization.
- We close off a successful week with a get-together on a Friday evening, where you get to know your colleagues better. Although we all work hard to make the company grow, we like to relax and enjoy our joint success**Who you are**:
We’re looking for someone ambitious and eager to collaborate and build. Someone with excellent communication skills (able to write flawless English) and not afraid of coaching & feedback. Moreover, you are a good fit if you:
**Have 4+ years working in a Support Role with a minimum of 1-year Team Lead experience;**- Have an affinity for making a frictionless support experience from a customer perspective;
- Are ambitious and not afraid of failing;
- A Life-long learner who welcomes coaching & feedback;
- Take ownership of your development;
- Has experience using service tools such as Help Desk, CRM software, and automation tools;
- Fluent in written and spoken English.**We offer**:
- A key opportunity to develop and build new core programs within the department;
- Plenty of career and growth opportunities;
- Competitive compensation;
- The opportunity to shape your own day-to-day work;
- Flexible

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