As Team Lead Support, you manage our customer support team by overseeing the activities of the customer support engineers and contributing to both the strategic and operational aspects of customer service. This role involves managing a team to ensure that customers receive exceptional support. Your role is pivotal in shaping our SaaS journey and driving our company's growth.
 
Your key responsibilities will encompass a broad range of tasks aimed at maintaining high levels of customer satisfaction and efficient support operations. 

• Team Management: This includes recruiting, training, and mentoring customer support engineers to ensure they possess the necessary skills and knowledge to manage customer queries effectively. The team lead also conducts performance reviews and provides ongoing feedback.
• Change management: Proactively manage and coordinate (software) updates and changes for our customers.
• Process Improvement: Continuously assess and improve customer support processes to increase efficiency and effectiveness. This may include developing and implementing new procedures, updating existing workflows, and adopting new technologies.
• (System) Monitoring: organize and oversee monitoring activities to evaluate the performance of our live systems by analyzing and acting upon alerts.
• Escalation Handling: Act as the point of contact for complex and escalated customer issues that team members cannot resolve. This involves interfacing with other departments to coordinate solutions and ensure customer issues are resolved promptly.
• Customer Interaction: Occasionally interact directly with customers to provide support and gather feedback. 
• Reporting and Analysis: Create detailed reports and analyses on customer support activities, team performance, and customer feedback. These insights aid in identifying trends, solving problems, and planning resources.
• Knowledge Management: Ensure the team maintains up-to-date and accurate documentation of common issues, solutions, and best practices in a knowledge base accessible to both the team and customers.

 If you're ready to take on this challenge and lead our operational endeavors with precision and professionalism, we invite you to join our team as the team lead support.

Who are you?
To thrive in this team, it's important to take ownership of projects. You excel in spearheading significant transformations and your forte lies in steering projects with authority, all the while nurturing trust among diverse stakeholders to foster seamless collaboration.

• Leadership: Strong leadership skills are essential for managing and motivating a team. This includes the ability to guide, support, and oversee the development of team members.
• Communication: Excellent verbal and written communication skills are crucial for clearly conveying information to both the team and customers, as well as for resolving conflicts and escalating issues as needed.
• Problem-Solving: An aptitude for quickly identifying the root cause of an issue and implementing effective solutions is vital. This includes analytical reasoning and critical thinking abilities.
• Customer Orientation: A deep understanding and empathy for customer needs and frustrations are necessary to provide high-quality support and maintain customer satisfaction.
• Technical Proficiency: Familiarity with the company’s products or services, as well as the ability to troubleshoot and resolve technical issues, is important.
• Time Management: Strong organizational skills and the ability to prioritize tasks effectively help maintain efficiency and ensure that customer support operations run smoothly.
• Data Analysis: Ability to analyze performance metrics and derive actionable insights to improve team performance and customer satisfaction.

Must-have:

• Have 6+ years of experience in operations management or a related field and in leading cross-functional teams in a fast-paced and dynamic environment. 
• Have experience with SLA management and ITIL for enterprise customers in the energy and maritime sectors.
• Have experience with Customer Relationship Management (CRM) Software tools like Zendesk, Salesforce, or HubSpot CRM.
• Possess excellent communication and interpersonal skills in English, with the ability to effectively communicate with stakeholders at all levels of the organization and build strong relationships.
• Have strong strategic planning and execution skills, with the ability to develop and implement operational strategies that align with business goals and drive results.
• Have a bachelor's degree in operations management, engineering, or a related field.

Nice-to-have:

• Certification in operations management, project management, or related fields is a plus.
• SaaS international scale-up environment is a plus.

Why join Helin?

• Shape and drive real impact in a growing scale-up.
• Work at the intersection of technology, safety, and sustainability.
• Highly collaborative and low-bureaucracy culture with a strong focus on innovation.
• Career growth opportunities—develop new strategies and expand Helin’s market presence.
• Hybrid work model (min 2 days in office) with flexibility to work remotely.
• Competitive salary and benefits, including covered commuting expenses, pension contributions, and a yearly education budget.
• Join a diverse, international team that values kindness, collaboration, innovation, and trust.
• Apply now and let’s shape the future together.

This is what you get from us

• A chance to be part of an amazing international and fast growing team.
• A flexible work environment; at our growing office in Rijswijk or from home.
• The chance to learn, excel in your craft and grow. We will support your education and development with a yearly budget, and you’ll have plenty of freedom for your own ideas and initiative.
• Lunch is on us and on Fridays, we get food from one of our favorite local eateries delivered to the office.
• We’ve got your commuting expenses covered: if you walk, bike, drive or use public transport with an NS business card.
• After putting in all effort, we want to make sure you can unwind too. If you work a 40-hour week, you’ll have 24 vacation days, and we will offer you the possibility to work remotely for 2 weeks per year.
• We've got your retirement savings sorted too, and Helin covers half of the contribution.
• We offer an attractive SARs (stock appreciation right) plan named Rise Together, where you can directly benefit from our growth

Click on Apply for this job and send us your CV in English and a brief motivation letter.

Please note, that only candidates living in the Netherland will be considered as viable candidates. Working remotely is NOT an option.

Acquisition in response to this vacancy is not appreciated.
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