Customer Support Engineering Lead — AI & Automation

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

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.