CS/CSO Teamlead

Zero Friction; Gent; Hybride; EUR 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Hybrid work setup

Competitive salary & benefits package

Professional development opportunities

Direct impact on customer satisfaction

Résumé du poste

Zero Friction in Gent, Belgium, is seeking a hands-on Team Lead to own the two sides of our customer operation end-to-end. You will lead the Client Services and Customer Success teams across Belgium, the Netherlands, France and the UK, coach people, manage queues, and ensure fast, clear, high-quality experiences for customers.

This is a hands-on role with growth potential as we expand, offering hybrid work, a collaborative culture, and real impact on customer satisfaction and company growth.

Qualifications

• Experience leading a customer-facing team, hands-on and close to both the team and the customer.
• Strong, approachable people manager with coaching skills and cross-department alignment.
• Operational experience with scheduling, process improvement and keeping KPIs and service levels on target.
• Genuine customer-first mindset; fluent in Dutch and English with professional French understanding.

Responsabilités

• Lead, coach and motivate your team of 7 across Customer Success and Client Services.
• Onboard SaaS customers smoothly, drive value from the platform, and flag risks or opportunities to Account Management.
• Lead the Client Services team handling end-consumer contact: billing, meters, consumption and payment questions.
• Be a hands-on, present team lead: jump in on tricky cases, monitor queues, and manage workload and staffing.
• Set and monitor KPIs that matter on each side (NPS/CSAT, CSAT, first-contact resolution, SLA, quality scores).
• Run quality assurance and handle escalations calmly to ensure a clear, professional experience.
• Build simple, consistent processes across countries, and use technology and AI to improve efficiency.
• Share frontline insight with Product, coordinate with Account Management, Sales, Finance and HR to stay aligned.
• Help shape how the two teams could grow closer together over time.

Description du poste

We are looking for a hands-on Team Lead to own the two sides of our customer operation, end-to-end:

• The Client Services team (CSO), leading the team that handles end-consumer contact on behalf of our clients in Belgium, the Netherlands and in France.

• The Customer Success team, supporting our SaaS customers who use our platform in Belgium, the Netherlands, France and the UK.

Different focus on how to support the customer but one shared goal: everyone we deal with should have a fast, clear and high-quality experience. Over time, we see real potential in bringing these two teams closer together, and you'll help shape that. Primary focus is supporting the Client Services team from day 1.

This is a hands-on, in-the-detail leadership role. You're close to your teams and close to the customer. Coaching people, unblocking issues, watching quality and service levels, and making both operations run smoothly day after day. If you enjoy leading people, getting things right for the customer, and improving how things work, this role is for you.

Meet Zero Friction: the sidekick of Europe's energy heroes

We're a fast-growing SaaS scale-up with a clear mission: making the energy transition easy, fair and frictionless. Our platform helps heating and cooling suppliers automate invoicing, cost allocation and customer management, so they can focus on what really matters: delivering reliable and affordable energy for everyone.

At Zero Friction, we don't just build software, we build superpowers for our heroes. By taking away administrative hassle and enabling transparency, we help suppliers pave the way to a sustainable future. Collaboration, innovation and bold thinking are in our DNA.

• Lead, coach and motivate your team of 7 (and growing) across Customer Success and Client Services

• Help our SaaS customers onboard smoothly, get real value from the platform, and stay satisfied, flagging risks or opportunities to Account Management

• Lead the Client Services team handling end-consumer contact for our CSO clients in Belgium, the Netherlands and France: billing, meters, consumption and payment questions

• Be a hands-on, present team lead: jump in on tricky cases yourself, monitor queues, and manage workload and staffing so cover matches demand

• Set and monitor the KPIs that matter on each side. Think adoption and NPS/CSAT for SaaS, and CSAT, first-contact resolution, SLA and quality scores for Client Services, and so on

• Run quality assurance and handle escalations calmly, so every customer and end consumer gets a clear, professional experience

• Build simple, consistent processes across countries, and use technology and AI to keep improving efficiency and quality

• Share frontline insight with Product, and work closely with Account Management, Sales, Finance and HR to keep everything aligned

• Help shape how the two teams could grow closer together over time

Does this sound like you?

• Experience leading a customer-facing team, customer success, customer service, helpdesk or contact-center, hands-on and close to both the team and the customer

• A strong, approachable people manager who enjoys coaching and developing people day to day, and can keep a team aligned across departments

• Hands-on and strong operational experience with scheduling, process improvement and keeping KPIs and service levels on target

• A genuine customer-first mindset, from the suppliers using our software to the end consumers on the phone

• Fluent in Dutch, English and a professional understanding of French

Bonus points

• Experience across both a SaaS/customer-success context and a service, helpdesk or BPO context

• Comfortable in a fast-growing environment where the shape of the role will evolve

• Experience in energy, utilities or billing environments

What's our offer?

• A meaningful, versatile role in a fast-growing SaaS scale-up shaping the energy transition in Europe

• Own the complete customer lifecycle and be the go-to person as we expand into other potential countries

• Ground-floor opportunity to shape our customer success strategy and build strong relationships

• Hybrid work setup with flexibility in hours and location

• A highly collaborative, ambitious and friendly team culture

• Competitive salary and benefits package

• Professional development opportunities: lead initiatives, innovate processes and grow with the company

• Direct impact on customer satisfaction and company growth in an emerging market

Excited?

Zero Friction is an equal opportunity employer. We embrace diversity and welcome candidates from all backgrounds.