CS/CSO Teamlead

Zero Friction; Oost-Vlaanderen; Hybride; EUR 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Hybrid work setup

Competitive salary

Professional development opportunities

Impact on growth

Résumé du poste

Zero Friction is seeking a hands-on Team Lead to own two customer operation sides end-to-end across Belgium, the Netherlands, France and the UK. You’ll lead and coach a seven-person team in Client Services and Customer Success, ensuring fast, clear, and high-quality experiences for both end customers and business clients.

In this role you’ll monitor queues, manage workloads, set KPIs, and handle escalations while collaborating with Product, Sales, Finance and HR to align on strategy and

Qualifications

• Experience leading a customer-facing team in a SaaS or service context.
• Strong, approachable people manager who coaches and develops staff day-to-day.
• Hands-on with scheduling, process improvement and keeping KPIs and service levels on target.
• Customer-first mindset across suppliers and end customers.
• Fluent in Dutch and English with professional understanding of French.
• Experience in energy, utilities or billing environments.
• Experience in SaaS/customer-success context and a service/BPO environment.

Responsabilités

• Lead, coach and motivate your team of 7 across Customer Success and Client Services.
• Help SaaS customers onboard smoothly, drive value from the platform and maintain satisfaction.
• Lead Client Services for CSO clients: billing, meters, consumption and payment questions.
• Be hands-on, jump in on tricky cases, monitor queues and balance workload.
• Set and monitor KPIs for both sides: CSAT, NPS, CSAT, SLA, quality scores.
• Run QA and handle escalations to ensure clear, professional customer touchpoints.
• Create simple, consistent processes across countries; use tech/AI to improve efficiency.
• Share frontline insight with Product and collaborate with Account Management, Sales, Finance and HR.
• Shape how the two teams could grow closer together over time.

Connaissances

Leadership

People management

Coaching

Operational discipline

Scheduling

Process improvement

KPI tracking

Customer focus

Dutch language

English language

French language

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.

Job requirements

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

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

A highly collaborative, ambitious and friendly team culture

• Hybrid work setup with flexibility in hours and location
• 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

Sounds like you? We'd love to hear from you. At Zero Friction, attitude and potential count at least as much as a perfect checklist, so don't hold back if you don't tick every single box.

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