Customer Support Team Lead, Source.ag

• 2-5 years experience in a high-performing Support organisation as a Support team lead, lead, or Head of Support (ideally in tech/B2B SaaS)
• Full business proficiency both in Dutch and English
• Analytical skills: ability to analyse and assess the impact of an issue, and decide how to escalate internally
• Empathy: you naturally put yourself in your customers' shoes and know how to make them feel heard
• Ability to identify customer needs and expectations and what it takes to provide a good service level
• Attention to details: you know that details are important in business communication and make sure that you don't miss out on them
• Prioritisation skills: you have experience with prioritising tasks and know how to keep your head cool in hectic moments
• Learning attitude: you possess a strong desire to fully comprehend the issues our customers face, and are up to applying new learnings on future customer issues
• Team and performance management experience: for the skills mentioned above, you know what it takes to train your team to do the same

Desirable

• Through its Customer Success, Onboarding and Support domains, the Customer Operations team aims at helping customers from the moment they adopt our solution until they successfully use it for scaling their business
• The Support team is a pivotal part of this. With a team of 5, the Support team ensures that our customers know exactly how to use the product, have a place where they can ask their questions and are proactively notified if something goes wrong or if a new functionality requires their attention
• The Support team is also a key resource for our Product and Engineering teams to gain deeper insights on how our software is being used and how we can improve our customer experience
• As our Support Team Lead, you are the primary responsible person for our global Support function
• This means that you are focused on building, developing and retaining a high performance culture and team, take ownership of key support metrics and build out the processes, tools and resources required to run a great Support function such as developing our knowledge base, optimising our support channels or improving our performance management processes
• Next to this, you like to get your hands dirty and really lead from the front
• This may sometimes mean that you run a first-line Support shift yourself to fill a gap or simply to get first-hand experience with the questions of our customers, or that you do a content deep dive on some of our new products or functionalities to ensure that the Support team can be instructed in the best way possible
• Working in a truly purpose driven AgTech scale-up that supports agricultural experts (growers) in the core of their day-to-day operation
• Being in a pivotal position to achieve a high-quality customer experience
• Leading, managing and coaching a team of Support specialists
• Delivering on Service level and cost targets
• Expanding the operation to a global customer base and a mix of high-, medium- and low-tech customers