Customer Care - Team lead

UPWAY; Amsterdam; On-site; EUR 39,000 - 61,000; Full time

Job summary

UPWAY in Amsterdam is looking for a Customer Care Team Lead to directly manage a team of Customer Care agents and drive an excellent customer experience. You will report to the Operations manager and own performance coaching, onboarding and culture within the team.

The freelance role requires hiring input, onboarding and close collaboration with the Central Operations Manager while maintaining a focus on efficient ticket resolution and high service standards.

Qualifications

• 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.

Responsibilities

• 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 feedback with the Central Ops Manager.
• Onboarding: the TL is responsible for onboarding new hires, following a plan with the Central Operations Manager.
• Escalation: the TL is the primary point of contact for anything related to support and tickets.
• Performance management: the TL monitors daily performance and conducts 1-1 meetings to develop reports.
• Daily team organization: the TL ensures the daily schedule aligns with the target setup and adjusts as needed.
• Culture setting: the TL fosters ownership, optimism and attention to detail within the team.

Skills

Bike knowledge

Bilingual English Dutch

Proactive

Adaptable

Attention to detail

People skills

Job description

Customer Care - Team lead

Department: Operations

Employment Type: Freelance

Location: Amsterdam

Reporting To: Operations

Description

The Customer care Team Lead is directly managing a team of Customer Care agents. He/She is responsible for their performance and the success of the team. He/She reports directly to the Regional Operations Manager.
Success for this role would mean we deliver efficient, excellent customer experience in line with the company targets.
You'll achieve this by driving a high performing team that is centered around positive culture, continuous training and performance coaching.

You're responsabilities

• 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.

Who are you

Profil recherché

• 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

What's in it for you

Upway is a very fast growing company, doubling in size every year the past 5 years with a very clear mission: Making electric mobility accessible to as many people we can while saving the planet. The direct consequence of this growth are continuous growth opportunities for people with an appetite for it.