Customer Support Team Lead, Rentman

• 3+ years leading a customer support team, with direct accountability for performance, staffing, and day-to-day operations - not just senior agent experience
• Hands-on administrator of Zendesk and Aircall (or close equivalents) - you've built the dashboards, made the configuration changes, and owned the reporting yourself
• Proven workforce planner - you've owned weekly capacity and coverage across languages and channels, and you're comfortable reallocating in real time when things shift
• Fast recovery track record - when KPIs slip, you diagnose and act within the week or quarter, not the next planning cycle
• Clear, confident communicator in English across cultures and time zones - you write and speak in ways that land, whether you're coaching an agent or presenting to leadership
• Self-directed and hands-on - you stay close to the queue, keep calm when things get busy, and naturally take ownership of what's yours
• A natural fit for how we work - curious about what's not working, collaborative across team boundaries, and someone who takes ownership seriously and ships rather than theorises

Desirable

• Lead Customer Support across EU and NA and own the machine that keeps our brand promise "We got your back" - real at scale
• That means fast, consistent, high-quality support week in, week out: building the weekly capacity plan, reallocating live when leave, sickness, or volume shifts, and keeping tooling, reporting, and escalations sharp
• You set the annual goals for Support, translate them into quarterly priorities, and actively drive automation and AI to maximize efficiency
• You're an operator first - hands-on and close to the queue, not a corporate delegator. Calm under high-season pressure, a genuine coach for junior agents, and someone who ships small wins fast and scales what works. You communicate clearly across cultures and time zones, and you make the promise deliverable every week. Ready to own the operation that keeps Rentman's customers covered?
• Own the weekly capacity and coverage plan across languages, channels, and time zones - and reallocate in real time when volume, leave, or sickness shifts the picture
• Serve as the central point of contact across Sales, CSM, Product, Knowledge, and Professional Services - facilitating smooth cooperations
• Drive customer satisfaction through every season, holding CXI at or above target and ensuring fast, consistent support is never a casualty of peak demand
• Build a resilient, self-sufficient operation - direct control over Zendesk and Aircall configuration and reporting, no bottlenecks, no dependencies
• Shape the team's AI and automation roadmap, turning efficiency opportunities into shipped improvements that let Support scale without scaling headcount
• Lead a team people want to stay on - coaching junior agents, developing talent across critical languages, and working toward an eNPS that reflects a genuinely healthy culture
• Partner with leadership to set annual goals for Support, translate them into quarterly priorities, and make the case for what the team needs to deliver

• Here’s a breakdown of our recruitment process:
• Call with recruiter about the role (30 mins)
• Past experience & culture interview (60 mins)
• Take-home assignment (max 120 mins)
• Final skills interview at our office with your future manager (60 mins)