Manager Customer Care (m/f)

Group2000; Netherlands; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Strong benefits package

Home work possibilities

Job summary

Group 2000 seeks a Manager Customer Care in Almelo, NL, to lead the Customer Care department and ensure outstanding service worldwide. You will drive SLA delivery, coach the team, and collaborate with Sales, Product Management and Engineering to improve processes and performance.

You will build strong customer relationships, monitor KPIs, and plan resources while supporting international service reviews and incident handling. A leadership background and ITIL experience are preferred.

Qualifications

• Bachelor's or Master's degree or equivalent working thinking level.
• Several years of experience in Customer Care, Service Management or Operations Management.
• Proven leadership experience managing technical support or service teams.
• Strong knowledge of SLA management, KPI reporting and customer success.
• Experience with IT Service Management processes (ITIL is a strong plus).
• Excellent communication and stakeholder management skills.
• Experience within telecom, cybersecurity or mission-critical software environments is a strong advantage.
• Fluent English (additional languages are a bonus).
• Willingness to travel internationally.

Responsibilities

• Lead and develop the Customer Care team, creating a high-performance culture.
• Own the overall delivery of Customer Care services and SLA performance.
• Monitor, analyze and report on service KPIs and customer performance.
• Build and maintain strong customer relationships through regular service reviews.
• Ensure incidents, escalations and customer requests are handled effectively.
• Drive continuous improvement through root cause analysis and process optimization.
• Manage contract and SLA execution in collaboration with Sales and Product Management.
• Plan resources and capacity to ensure excellent customer support.
• Coach employees through performance management, development plans and the MBO-cycle.
• Participate in the Duty Manager rotation and support critical customer situations when needed.

Skills

Leadership

SLA management

KPI reporting

ITIL knowledge

English fluency

Travel willingness

Education

Bachelor's or Master's degree

Job description

As our Manager Customer Care, you are responsible for leading our Customer Care department and ensuring outstanding service delivery to customers worldwide.

You combine strategic leadership with operational excellence, making sure our SLA commitments are achieved while continuously improving customer satisfaction, processes, and team performance. You build long-term customer relationships, coach your team, and work closely with Sales, Product Management and Engineering to deliver exceptional service.

Location Almelo, The Netherlands (preferably lives within 80 km’s of our office in Almelo)

At Group 2000, we build mission-critical technology for telecom operators, governments, and regulated organizations worldwide. From Lawful Interception to Cybersecurity and Data Solutions – we help protect society in an increasingly digital world.

What you’ll do be doing

• Lead and develop the Customer Care team, creating a high-performance culture;
• Own the overall delivery of Customer Care services and SLA performance;
• Monitor, analyze and report on service KPIs and customer performance;
• Build and maintain strong customer relationships through regular service reviews;
• Ensure incidents, escalations and customer requests are handled effectively;
• Drive continuous improvement through root cause analysis and process optimization;
• Manage contract and SLA execution in collaboration with Sales and Product Management;
• Plan resources and capacity to ensure excellent customer support;
• Coach employees through performance management, development plans and the MBO-cycle;

Participate in the Duty Manager rotation and support critical customer situations when needed.

What you bring

• Bachelor's or Master's degree level (or equivalent working/thinking level);
• Several years of experience in Customer Care, Service Management or Operations Management;
• Proven leadership experience managing technical support or service teams;
• Strong knowledge of SLA management, KPI reporting and customer success;
• Experience with IT Service Management processes (ITIL is a strong plus);
• Excellent communication and stakeholder management skills;
• Experience within telecom, cybersecurity or mission-critical software environments is a strong advantage;
• Fluent English (additional languages are a bonus);
• Willingness to travel internationally.

Who you are
You are a people-oriented leader who enjoys helping teams perform at their best. You stay calm under pressure, think analytically and know how to balance customer expectations with business priorities.

You are proactive, organized and commercially aware. You naturally build trust with customers and colleagues, take ownership of challenges, and continuously look for ways to improve both service quality and operational efficiency.

About us
In today’s society Group 2000 takes a pivotal role when it comes to safety and intelligence. As a cyber tech company, we enable governments, intelligence agencies and telecommunication operators to collect the right data. We are always on the look‑out for the next chapter when it comes to new techniques for our customers. For our customers and employees we co-create, we innovate, we differentiate in an ever-changing world.

Integrity & Reliability
Before employment, you will need to provide Group 2000 with a Certificate of Conduct (VOG). A personal screening can also be a part of the job application.

Our offer

• Competitive salary + strong benefits package;
• In addition to salary, you also receive 31 vacation days, healthcare compensation, commuting arrangements, pension plan, training possibilities and more. Working from home is also one of the possibilities (maximum of 2 days per week);
• An international, impact-driven environment with growth opportunities;
• A culture that values diversity, equal opportunity and results over age or seniority;
• We plan various fun initiatives and activities, such as staff parties, team outings, Thursday afternoon drinks and outings of the activities committee.

Please do not make use of this vacancy as an acquisition opportunity.