Customer Care Team Lead - Amsterdam: Coaching & Onboarding

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

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.