Customer Service Support Manager

amfori - Trade with Purpose; Brussel Hoofdstad; Hybride; EUR 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Group insurance

Health insurance

WFH up to 3 days/week

Work from abroad

Extra holidays per year

Commuting allowance

Internet allowance

Mobile phone and subscription

Résumé du poste

amfori is seeking a Customer Service Support Manager to lead our global membership support function from Brussels and across countries. You will drive service excellence, oversee operations, and guide a dedicated team to deliver professional, efficient support across all touchpoints.

You will collaborate with cross-functional teams, leverage data to drive improvements, and foster a customer-centric culture while scaling processes to a multinational organization.

Qualifications

• Master's degree or equivalent professional experience.
• Minimum 5 years in customer service, customer support, or similar service environments.
• Experience managing service processes, support operations, and international teams.
• Proven experience with KPIs, service levels, and continuous improvement initiatives.

Responsabilités

• Lead membership support operations and continuously improve processes.
• Define KPIs, monitor service levels, and ensure quality support across regions.
• Oversee onboarding, membership changes, and offboarding for members.
• Collaborate with cross-functional teams to enhance products and member engagement.
• Coach and develop a global Membership Support team.

Connaissances

Leadership

KPIs & SLAs

International experience

Customer service management

Formation

Master's degree or equivalent

Description du poste

About amfori

amfori advocates for a world in which trade serves a purpose: delivering social, environmental and economic benefits for everyone.

As a global business association, amfori supports its members at every step of their due diligence journey, offering a comprehensive range of ESG products and services.

Founded in 1977, and recognised for its flagship product amfori BSCI, amfori leverages decades of expertise and close collaboration with more than 2400 member companies as well as auditing companies, producers, factories, and other stakeholders such as policymakers. Representing a diverse array of industries in over 50 countries, that cover trade streams in over 100 countries, amfori continues to have a positive impact on fostering sustainable trade.

About the Role

We are looking for an experienced and customer-centric Customer Service Support Manager to lead our global membership support function. In this role, you will drive service excellence, manage support operations, lead a dedicated team, and continuously improve the processes and tools that help our members succeed.

As Customer Service Support Manager you will ensure that amfori members receive professional, efficient, and consistent support across all touchpoints. You will oversee support operations, optimize service delivery, leverage technology and automation, and transform member insights into actionable improvements across the organization.

Your Responsibilities will include:

Lead Membership Support Operations

• Develop, implement, and continuously improve membership support processes and service standards.
• Define and monitor KPIs and service levels.
• Ensure efficient handling of member inquiries and requests through the ticketing system.
• Manage first-line support and coordinate second-line support activities.
• Drive a consistent, high-quality support experience across regions and time zones.

Drive Continuous Improvement

• Analyse support data and member feedback to identify trends and improvement opportunities.
• Improve workflows, tools, FAQs, automated responses, and other support solutions.
• Optimize the full ticket lifecycle, from intake and prioritization through resolution and closure.
• Ensure support processes contribute to an exceptional member experience.

Manage Member Lifecycle Support

• Oversee support activities related to member onboarding, membership changes, and offboarding.
• Ensure quality, speed, and consistency in support activities that contribute to long-term member relationships.

Collaborate Across the Organization

• Partner closely with Membership, Product, IT, Marketing & Communications, Finance, and Business Development teams.
• Share member insights and support data to improve products, services, and member engagement.
• Coordinate responses to escalations, critical issues, and crisis situations

Lead and Develop a Global Team

• Manage and develop a global Membership Support team located in Brussels and across countries.
• Foster a customer-centric, service excellence culture.
• Set priorities, allocate workload, and monitor team performance.
• Coach, motivate, and support employees in their professional development.

Your profile

• Master's degree or equivalent professional experience.
• Minimum 5 years of experience in customer service, customer support, member support, customer contact centres, or similar service-oriented environments.
• Experience managing service processes, support operations, and customer support teams in an international setting.
• Proven experience working with KPIs, service levels, and continuous improvement initiatives

Why to join amfori?

At amfori, you will join a diverse, international environment all united by a common goal: to drive positive change toward a sustainable world in which trade serves a purpose.

Benefits

• Group insurance and comprehensive health insurance
• Working from home up to 3 days per week
• Working from abroad
• Extra-legal holidays per year
• Net allowance and reimbursement of commuting costs
• Internet allowance
• Mobile phone and subscription