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Open nowPosted 26 hours ago

Customer Support Engineering Lead

EURES job mobility portal314,718 open roles

Where
Groot-Amsterdam, Netherlands
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Your applicationOpen nowCustomer Support Engineering LeadEURES job mobility portal · Groot-Amsterdam, Netherlands

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on EURES job mobility portal's own form.

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 26 hours ago

The posting

Effectory logo About us Our Company Our benefits See the secondary benefits you enjoy when working at Effectory How we hire Inclusion, Diversity & BelongingEffectory logo Effectory logo Customer Support Engineering Lead - Hybrid - - Amsterdam , Noord-Holland , Netherlands - €50,000 - €70,000 per year - Customer Success THIS IS YOUR JOB At Effectory, we are building a scalable, data-driven Customer Support Engineering organization. As Team Lead, you will lead the team, improve support processes and tooling, and help deliver a high-quality support experience for customers and colleagues. You will combine people leadership with operational management and continuous improvement. Your focus will be on quality, efficiency, customer satisfaction and team development, including the smart use of automation, AI and self-service. What will you do? - Lead and coach the Customer Support Engineering team, fostering a strong customer-first culture, collaboration and ownership. - Conduct performance, development, absence and salary conversations, working closely with People & Culture on onboarding, development and wellbeing. - Manage support KPIs such as SLA, CSAT, ticket volume, backlog, response time, resolution time and escalations. - Advise on capacity planning and workload management and take corrective action when needed. - Identify structural issues and improve ticket quality, intake, workflows, knowledge management and documentation. - Drive automation, AI and self-service initiatives to reduce manual work. - Translate support insights into improvement initiatives and input for the Product Roadmap. - Work closely with Product, Engineering, Customer Success, PSC and Operations, sharing relevant customer insights and churn signals. THIS IS YOU - Experience in Customer Support, Support Operations, SaaS or a similar operational environment. - Customer-first mindset with a genuine passion for delivering outstanding custom...

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