Support Team Lead DACH
Netherlands, Noord-Holland, AmsterdamCustomer Support
Help lead & scale the Support team to maintain our stellar customer service!
As our Support Team Lead, it will be your mission to lead & scale the Support team to maintain their stellar customer service. We’ve got a 95%+customer satisfaction rate, and together with your team, you’ll keep it that way. To do this, you will bring your player/coach mindset to ensure our fast-growing team is always ready to rumble. You’ll spend 25% of your time helping customers resolve any questions they might have. You’ll also help the team maintain their KPIs, provide continuous training and drive initiatives to increase customer satisfaction. As Recruitee grows, the Support teams grow with it, so expect to double your team coming year and hire support A players.
This is a new position at Recruitee that is a direct reflection of how fast we are growing, so you will have a lot of freedom to structure and fine-tune your tasks.
About the Team
The Support team's mission is to keep all of our customers across the world happy. The team consists of 15 people strong across all Recruitee locations, Amsterdam, Poland and New York. We’re hiring not 1 but 2 Team Leads to support business growth. You’ll take the lead of the DACH team and work in tandem with the other Team Lead who’ll take on the Benelux team.
Your 12-month journey
You will spend the first 3 months learning about systems, our processes and shadow our Head of Support ahead of taking over some of her current responsibilities such as workload management, performance check-ins and chat reviews.
After 3 months, you’ve identified the team’s training needs and used that to set up a structured team training program and individual coaching.
In a year, you’ve doubled your team, optimized processes, organized several knowledge sharing sessions and training and had a significant impact on Support at Recruitee.
What you’ll do:
Lead & scale (a part of) the Customer Support team.
Drive team projects and self-improvement initiatives; coaching, knowledge sessions, training).
Hire exceptional support talent and offer them a stellar onboarding experience.
Stay in touch with our customers and current support topics by helping them on the chat.
Monitor and balance workload between team members.
The support KPI’s in check; 95%+ satisfaction rate & 10< minute median response time.
25% on chats to stay in touch with our customers and current support topics.
Review chat history of your teammate to help them improve workload management.
Keep track of your teammates' performance by having regular check-ins.
Be an escalation point for the team in difficult situations to de-escalate or use as a coaching moment.
What you’ll bring to the team:
2+ years in a Team Lead position in a SaaS/Tech company or 2+ years in a Senior Support position.
1+ year of experience within a company in IT/Software/SaaS.
1+ year of experience in onboarding new hires.
Fluent in German & English.
Acted as a go-to escalation point.
Proper understanding of API’s and integration.
Strong communicator with the ability to give and receive feedback.
A critical mind to challenge existing ways of working and strive for optimization.
A big plus for
Understanding of CSS/HTML.
Recruitee develops innovative SaaS recruitment software to help companies hire better, and we are on a mission to make great hiring accessible to all. 🤲 We’re headquartered in Amsterdam with offices in Poznan, Wroclaw, and most recently New York! Our international team just crossed 130 happy employees of 15 nationalities. We are proud of our humble beginnings that have transformed into rocketing growth with over 3,500 much-loved customers worldwide, and we are not stopping here.
Why Recruitee 💙
Flexibility to work from home and from our beautiful canal-side office in Amsterdam.
A chance to be part of and to shape one of the hottest, most ambitious start-ups in Europe + work in a company that knows the value of recruitment.
€1,500 annual training budget plus internal training.
Pension Plan, Travel reimbursement, and Wellness perks.
25 paid holiday days.
An inclusive and international work environment with a whole lot of fun thrown in!
Annual bonus based on company performance.
Apple MacBook alongside a Home Office budget.
Impactful role at one of the fastest-growing companies in Europe.
We’ll save you the startup pitch of Friday beers and ping-pong visit our Instagram to check us out: https://www.instagram.com/recruitee
Have we caught your attention? ⚡️
If you’d like to part of this amazing journey, please apply now, or if you have got any questions reach out to firstname.lastname@example.org. We look forward to meeting you soon!
Recruitee is an Equal Opportunity Employer. We strongly encourage women, people of color, and people from the LGBTQ(+) community to apply. In your application, please feel free to note which pronouns you use (For example she/her/hers, he/him/his, they/them/theirs, etc).