Customer Support Engineering Lead

Effectory B.V.; Amsterdam; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working model

25 days annual leave

Home office budget

Job summary

Effectory is building a data-driven Customer Support Engineering team in Amsterdam. As Team Lead, you will guide the team, improve processes and tooling, and ensure a high-quality support experience for customers and colleagues.

You will blend people leadership with operations, focusing on quality, efficiency, customer satisfaction and team development, including smart use of automation, AI and self-service.

Qualifications

• Experience in Customer Support operations, SaaS or similar environments.
• Customer-first mindset with passion for great experiences.
• Experience coaching and developing employees.
• Experience managing operational KPIs like SLA and CSAT.
• Experience with dashboards and data analysis.
• Experience with automation, AI, workflows or self-service.
• Analytical and results-oriented approach.
• Strong stakeholder management and cross-functional collaboration.
• Familiarity with Zendesk or HubSpot ticketing tools.

Responsibilities

• Lead and coach the Customer Support Engineering team with a customer-first culture.
• Conduct performance and development conversations with team members.
• Manage support KPIs such as SLA, CSAT, ticket volume, backlog, response and resolution times.
• Advise on capacity planning and workload management.
• Improve ticket quality, intake, workflows, knowledge management and documentation.
• Drive automation, AI and self-service initiatives to reduce manual work.
• Translate insights into improvement initiatives and inform the Product Roadmap.
• Collaborate with Product, Engineering, Customer Success, PSC and Operations to share customer insights.

Skills

Customer support

Coaching

KPIs

Data analysis

Automation

AI

Self-service

Stakeholder mgmt

Ticketing tools

Tools

Zendesk

HubSpot

Job description

At Effectory, we are building a scalable, data-driven Customer Support Engineering organization. As Team Lead, you will lead the team, improve support processes and tooling, and help deliver a high-quality support experience for customers and colleagues.

You will combine people leadership with operational management and continuous improvement. Your focus will be on quality, efficiency, customer satisfaction and team development, including the smart use of automation, AI and self-service.

What will you do?

• Lead and coach the Customer Support Engineering team, fostering a strong customer-first culture, collaboration and ownership.

• Conduct performance, development, absence and salary conversations, working closely with People & Culture on onboarding, development and wellbeing.

• Manage support KPIs such as SLA, CSAT, ticket volume, backlog, response time, resolution time and escalations.

• Advise on capacity planning and workload management and take corrective action when needed.

• Identify structural issues and improve ticket quality, intake, workflows, knowledge management and documentation.

• Drive automation, AI and self-service initiatives to reduce manual work.

• Translate support insights into improvement initiatives and input for the Product Roadmap.

• Work closely with Product, Engineering, Customer Success, PSC and Operations, sharing relevant customer insights and churn signals.

• Experience in Customer Support, Support Operations, SaaS or a similar operational environment.

• Customer-first mindset with a genuine passion for delivering outstanding customer experiences.

• Has affinity with leading, coaching and developing employee.

• Experience managing operational KPIs, such as SLA and CSAT.

• Experience with dashboards and data analysis.

• Experience with automation, AI, workflow optimization or self-service.

• An analytical and results-oriented approach.

• Strong stakeholder management and cross-functional collaboration skills.

• Experience with ticketing and support tools, such as Zendesk, HubSpot or similar platforms.

Nice to have

• Experience in a growing SaaS organization.

You do not need to meet every requirement. If you recognize yourself in the core of this role, we would love to hear from you.

About Effectory

Effectory is Europe's leading employee feedback solution. With our platform, HR and management collect employee feedback throughout the employee journey. This feedback is transformed into people analytics that informs strategies to boost productivity, engagement and retention. Built on 30 years' experience, our 200 specialists in Amsterdam and Munich support more than 1.200 organisations in 70+ countries. Now more than ever, HR is an integral part of business strategy - which is why our feedback solution is tailor-made for strategic HR.

Our mission

We are dedicated to improving the working world by giving employees a voice and making sure their feedback has an impact. Our experts work with HR teams and managers around the world, using employee feedback to overcome some of their biggest people-oriented challenges. From software engineers to HR specialists, every day Effectory’s people work to improve the working world, and we are looking for talented individuals who also want to be part of this mission.

What we offer

• Competitive base salary + holiday allowance, lucrative commission structure and company bonus

• 25 days annual leave + 4 company-wide cool-down days, your birthday off, and a day off to move house

• Option to purchase extra holidays

• Full additional parental leave for partners

• Flexible working hours (7am–7pm), hybrid working model, and up to 4 months working from abroad

• Commuter and work-from-home allowance + budget to set up your home office

• Pension and access to financial advice

• Annual Body & Mind budget for anything that energises or relaxes you

• Personal learning budget + extensive internal development opportunities

• Yearly Summer School & Winter School

• Annual events: Winter Party, Summer Party & the legendary Big Day

• A hot lunch made by our in-house chef at our Amsterdam office

• A week of fun and interactive onboarding to get to know Effectory and your new colleagues

• A sabbatical once every 5 years

• A volunteer day to support a cause you care about

We want to be part of creating a more diverse, equitable and inclusive world of work. Even if you don't meet every requirement, we'd still really like to hear from you.