Customer Care L1 & Operations Teamlead

Codit; Gent; Hybride; EUR 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Personal training budget

Company car & fuel card

Bike leasing

Meal vouchers

Ecocheques

Net allowance

Hospitalisation + Group + Travel Insur

Mobile phone membership

12 ADV days

20 legal vacation days

Résumé du poste

Codit in Ghent is seeking a Customer Care L1 & Operations teamlead to guide the Level 1 team and ensure smooth, reliable support for clients in a dynamic, international environment.

You will define strategic direction for workforce allocation with the Customer Care manager, coach team members, and drive continual service improvement in collaboration with the CCMT.

Qualifications

• Proven leadership of a customer care team.
• Strong communication and coaching skills.
• Experience with incident management or ITIL a plus.

Responsabilités

• Lead, coach, and inspire the Level 1 Customer Care team.
• Define growth plans and conduct 1:1 meetings.
• Set strategic direction for workforce allocation with the CCMT.
• Improve processes and KPIs aligned with ITIL principles.
• Collaborate with cross-functional teams to boost performance.

Connaissances

Leadership

People management

Process improvement

Customer service

Outils

Xurrent

Replicon

Description du poste

At Codit, we’re driven by smart people and smooth operations. our Customer Care team ensures our clients get the best possible support every day. As our new Customer Care L1 & Operations teamlead, you’ll lead and inspire the Level 1 team, ensuring they deliver smooth, reliable, and exceptional support and services.

What You’ll Do

• Lead, coach, and inspire the Level 1 Customer Care team.
• Set up personal growth and development plans in line with business needs.
• Hold regular 1:1 meetings to provide feedback, support well-being, and drive engagement.
• Define the strategic direction for workforce allocation together with the Customer Care manager— both on- and nearshore.
• Act as a role model within Customer Care and play a key role in the Customer Care Management Team (CCMT).

Operations & Processes

• Build a process-first culture aligned with ITIL principles.
• Define, implement, and maintain core processes such as Incident and P1 Incident Management and report on operational KPIs.
• Take ownership of internal CC tools (like Xurrent and Replicon) and ensure they support efficient workflows.
• Lead Continual Service Improvement (CSI) initiatives and report on key operational KPIs.
• Collaborate cross-functionally with other teams (CSMs, Services, Internal IT) to optimize performance and customer satisfaction.

Who You Are

• A people-focused leader who leads by example and inspires your team.
• Structured, pragmatic, and process-driven — chaos is not your thing.
• A clear communicator with a proactive mindset.
• Proactive and always looking for ways to improve processes, workflows, and team performance.
• Someone who knows how to balance operational efficiency with the needs of your team and businessgoals.

Our Offer

You will be working in an international environment with a strong innovative culture.

In addition to your salary, we offer a wide range of benefits: personal training budget of €4.500/year, company car & fuel card, bike leasing, Meal Vouchers, Ecocheques, a generous net allowance, Hospitalisation + Group + Travel Insurance, mobile phone membership, a collective bonus CAO 90 and 20 legal vacation days + 12 ADV days.

• Flexible working hours and hybrid working
• A personal training budget of €4.500/year
• Clear paths for career growth
• A fun atmosphere with optional after-hours activities
• Daily free and fresh soup, fruit and drinks
• Easy accessible offices in Ghent and Antwerp