Support Manager Amsterdam / Amsterdam

Ridecheck; Netherlands; Remote; EUR 70,000 - 90,000; Full time

Job summary

Ridecheck is seeking a Support Manager to oversee a Team of Support Agents and Second Line Specialists, guiding day-to-day operations and long‑term improvements to support our users effectively.

You will analyse performance, lead changes to processes and tools, and collaborate across departments to build a more efficient Support function. This role focuses on coaching, staffing, and delivering high-quality service.

Qualifications

• 2+ years of experience leading a team in Support or Operations.
• Proven ability to coach, give clear feedback and improve performance.
• Strong analytical skills and comfort using data to drive decisions.
• Ability to balance daily operations with longer-term improvements.
• Clear, collaborative communicator who builds team buy-in.
• Proactive, ownership-driven and capable of decision-making in complex situations.

Responsibilities

• Lead and develop a team of Support Agents and Second Line Specialists.
• Oversee daily Support operations including staffing, service levels, escalations, and incidents.
• Analyse performance, identify improvements, and translate insights into actions.
• Collaborate with the Team Lead to build a more efficient, scalable Support organisation.
• Ensure consistent Support quality across processes and teams.
• Coach agents, monitor performance, development and attendance.
• Coordinate schedules to achieve high shift coverage.
• Manage escalations, incidents and complex user cases.
• Monitor KPIs such as Support cost, APS, eNPS, SLA, productivity and quality.

Skills

Team leadership

Coaching & feedback

Data-driven decisions

Operational prioritisation

Clear communication

Proactive ownership

Job description

In a nutshell.

As Support Manager, you are responsible for both the daily performance of the Support team and for improving how Support operates. You ensure smooth day-to-day delivery, while also analysing results, improving procedures and translating insights into concrete actions. You are hands‑on when needed and act as the specialist voice within the team.

The role.

Your primary responsibility is leading and developing a team of Support Agents and Second Line Specialists, helping them perform at their best through clear direction, coaching and feedback.

You’ll also take ownership of daily Support operations. From staffing and service levels to escalations and incidents, you make sure the team has what it needs to support our users effectively.

Beyond the daily operation, you’ll analyse performance, identify improvement opportunities and lead changes to processes, tools and ways of working. Together with the other Team Lead, you’ll help build a more efficient, consistent and scalable Support organisation.

You lead the Support team and make sure operations run effectively today, while improving Support for tomorrow.

• Coaching agents and managing performance, development and absence;

• Ensuring smooth daily operations, including staffing, service levels and backlog;

• Coordinating schedules and achieving at least 90% shift coverage;

• Managing escalations, incidents and complex user cases;

• Monitoring KPIs such as Support cost, APS (Agent Performance Score), eNPS, SLA, productivity and quality;

• Translating performance data and recurring problems into concrete actions;

• Leading improvements to processes, tooling, automation and ways of working;

• Supporting recruitment, onboarding, training and knowledge development;

• Ensuring consistent Support quality and collaborating with the other Team Lead and relevant departments.

Requirements.

• +2 years experience with leading a team within Support or Operations;

• A strong people leader who coaches effectively, gives clear feedback and improves performance;

• Analytical and confident using data to identify problems and make decisions;

• Able to balance daily operational priorities with longer-term improvements;

• A clear and collaborative communicator who creates understanding and team buy-in;

• Proactive, ownership-driven and comfortable making decisions in complex situations.