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Lead Customer Support Specialist

2 months ago

Chicago, Illinois, United States Sowelo Consulting Full time

Are you detail-oriented with exceptional analytical skills?

Do you speak fluent Dutch?

If you answered affirmatively to both questions, we want to hear from you.

Join our client's rapidly expanding SaaS organization that operates on a global scale. We are in search of a Lead Customer Support Specialist to enhance our European team.

In this role, you will oversee the European support division. This is an exciting opportunity for an individual ready to advance their career by managing a team. The Team Leader should possess a comprehensive understanding of support methodologies and the capability to inspire and guide a group of support analysts across multiple European nations.

You will collaborate closely with the Project Manager and the Support team.

Your responsibilities will include:

  • Managing personnel and evaluating the performance and engagement of the Support team.
  • Leading by example to ensure the team meets essential criteria and KPIs.
  • Reviewing, distributing, and addressing cases while coordinating solutions for issues reported by our clients.
  • Aligning with 2nd and 3rd line support teams on ticket follow-ups and issue resolution.
  • Optimizing processes utilized within the team.
  • Driving continuous enhancement of support methodologies.

To excel in the Lead Customer Support Specialist role, you will need:

  • A Bachelor's degree.
  • Fluency in Dutch and English.
  • A minimum of four years of experience in a technical support position within a comparable SaaS environment, ideally in Supply Chain and/or E-invoicing.
  • A thorough understanding of support processes, SLAs, and best practices in customer support.
  • The ability to foster commitment and trust through a strong work ethic and customer-centric approach.
  • Exceptional interpersonal skills with the capacity to influence and motivate others.
  • Outstanding listening abilities and the capability to comprehend and interpret the needs of the team to enhance individual and team performance.

Keys to success:

  • A willingness to learn and motivate colleagues.
  • Standardization of processes and continuous improvement.
  • Excellent organizational capabilities.
  • Experience in project management is preferred.

Reasons to consider this opportunity:

  • Be part of a team driving the digital transformation in the supply chain sector.
  • Join a company that merges innovation with corporate social responsibility.
  • Engage with a global brand that is evolving through customer-centric initiatives.
  • Enjoy the flexibility of a hybrid work model (1 day per week in the office).

We look forward to receiving your application.