Global Member Support Leader | Remote & Hybrid

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

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.