Lead Customer Care Team – E‑Bike (Antwerp, Freelance)

Upway; Antwerpen; Presencial; EUR 34.000 - 55.000; A tiempo parcial

Descripción de la vacante

Upway is seeking a Customer Care Team Lead in Antwerp to manage a team of Customer Care agents, drive performance, and deliver excellent customer experience aligned with company targets.

You will hire, onboard, coach, set schedules, and handle escalations while fostering a positive culture and continuous training. Reporting to the Regional Operations Manager, this freelance role offers growth opportunities in a fast-growing company.

Formación

• You love and know your way around e-bikes and/or conventional bikes.
• You speak and write english and dutch very well.
• You have a proactive attitude and can anticipate our customers’ needs.
• You’re comfortable in a constantly changing environment.
• You pay very close attention to detail.
• You enjoy talking to people and solving their problems in a smart, friendly and responsive way.

Responsabilidades

• Support: the TL’s default job remains to solve customer problems by answering tickets most of their available time.
• Hiring: the TL is involved in the hiring process, conducting interviews with candidates and sharing his feedback with the Central Ops Manager.
• Onboarding: the TL is responsible for the proper onboarding of the new hires, following a plan drafted in coordination with the Central Operations Manager.
• Escalation: the TL is the primary point of contact of all support agents for anything related to support and tickets.
• Performance management: the TL is responsible for the daily performance of his reports in terms of productivity and quality. They should pay careful attention to the performance metrics every day and give feedback if necessary. They carry on 1-1 meetings with their reports to help them develop.
• Daily team organization: the TL makes sure that the daily team schedule is compliant with the target organization set with the Central Ops Manager. They make adjustments with their reports based on needs and unforeseen circumstances.
• Culture setting: the TL is responsible for fostering the right culture in their team, leading by example on ownership, optimism and attention to detail. They celebrate positive cultural behaviors and give feedback on unwanted ones.

Conocimientos

Bike knowledge

Customer focus

Proactive attitude

Detail oriented

Communication skills

Descripción del empleo

Upway is seeking a Customer Care Team Lead in Antwerp to manage a team of Customer Care agents, drive performance, and deliver excellent customer experience aligned with company targets.

You will hire, onboard, coach, set schedules, and handle escalations while fostering a positive culture and continuous training. Reporting to the Regional Operations Manager, this freelance role offers growth opportunities in a fast-growing company.