Customer Support Operations Manager

17 uur geleden


Hoofddorp, Noord-Holland, Nederland Basic Fit International B.V. Voltijd

We are seeking a skilled Customer Support Operations Manager to lead our Intercom team in providing exceptional support to our members and staff. The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for customer satisfaction.

About the Role

As a Team Lead Customer Support, you will be responsible for managing a team of Intercom agents, ensuring timely responses to customer inquiries, and resolving complex issues efficiently. You will work closely with your team to develop strategies for improving workflow efficiency, quality of customer interactions, and overall team performance.

Key Responsibilities
  • Lead, coach, and manage a team of Intercom agents to achieve high-performance goals
  • Distribute workload effectively, monitor KPIs (e.g., time to respond, handle time), and ensure they meet performance standards
  • Handle escalations and provide support to resolve complex customer and club-related issues
  • Maintain and improve the quality of customer interactions through feedback, coaching, and process improvements
  • Manage performance reviews, development plans, and HR-related matters for the team
  • Escalate incidents reported from clubs by members and staff, and take proactive steps to enhance workflows and operational efficiency
Requirements

To succeed in this role, you must have:

  • Proven experience in a leadership position, preferably within customer support
  • Strong knowledge of customer service workflows and tools, ideally Intercom
  • Excellent communication and coaching skills
  • Able to work in 24/7 shifts and manage a team in such an environment
  • Solution-oriented mindset with the ability to handle escalations effectively
About Us

BASIC-FIT International B.V. is the leading low-cost high-value fitness brand in Europe. We aim to make fitness accessible to everyone and a habit people love. Our company values are reflected in our name: B(Being), A(Accessible), S(Smart), I(Inclusive), and C(Committed).

What We Offer

We provide a dynamic and international work environment, opportunities for growth and impact, and a range of benefits, including travel allowance, a bicycle plan, discount on additional health insurance, and participation in our pension scheme. If you're passionate about customer satisfaction and team management, we encourage you to apply.

Salary Range

The estimated salary for this position is €60,000 - €80,000 per year, depending on experience and qualifications.



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