Customer Support Team Lead
3 dagen geleden
At Basic-Fit International B.V., we are on a mission to make fitness accessible to everyone and a habit people love. As a Customer Support Team Lead, you will play a pivotal role in driving our customer satisfaction and team management efforts forward.
About the Role
We are seeking an experienced leader with a passion for delivering exceptional customer experiences and managing high-performing teams. As a Customer Support Team Lead, you will oversee the performance of our Intercom Support team, ensuring that our customers receive top-notch support and service 24/7.
Key Responsibilities
- Lead, coach, and manage a team of Intercom agents to deliver excellent customer experiences
- Distribute workload effectively and ensure key performance indicators (KPIs) such as 'time to respond' and 'handle time' are met
- Handle escalations and provide support to your team in resolving complex customer and club-related issues
- Maintain high-quality customer interactions through feedback and coaching
- Manage performance reviews, development plans, and HR-related matters for team members
- Oversee incident management, ensuring timely resolution and escalation when necessary
- Contribute to process improvements and operational efficiency enhancements
What You'll Need
- 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
- Able to work effectively in a fast-paced, 24/7 environment
- Solution-oriented mindset with effective escalation handling skills
Why Join Us?
Basic-Fit International B.V. is the number one low-cost high-value fitness brand in Europe, with over 4.1 million members across 1500+ clubs. We're dedicated to making fitness accessible to everyone, and our company values reflect this commitment: B(Be), A(Accessible), S(Smart), I(Inclusive), C(Committed). If you're curious, entrepreneurial, practical, and have a playful demeanor, join our Orange Community and grow with us.
Perks and Benefits
- An informal, international, and friendly work environment
- Plenty of opportunities for personal initiatives and impact
- Unlimited access to online training courses
- Good benefits, including travel allowance, bicycle plan, and pension scheme contributions
- Free parking at our headquarters and proximity to Hoofddorp train station
- A beautiful gym at our headquarters available for use anytime
Salary Estimate: €55,000 - €65,000 per annum, depending on experience.
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