Support Operations Lead — 24/7 & Escalations

Draiver; Netherlands; Remote; EUR 50,000 - 70,000; Full time

Job summary

Draiver is seeking an experienced Support Coordinator to lead a fast-paced 24/7 support team in the Netherlands. You will oversee daily operations, ensure timely, high-quality client assistance, and drive data-driven improvements across processes and KPIs.

You will develop and implement policies, coordinate staffing, and mentor team members while collaborating with other departments to resolve systemic issues affecting customer satisfaction.English plus Portuguese/Spanish is a plus.

Qualifications

• Minimum of 2 years in a supervisory or leadership role in time-sensitive operations.
• Experience in startups or hyper-growth environments is a plus.
• Proficiency in English; other languages (Portuguese/Spanish) are a plus.

Responsibilities

• Lead and supervise a team of support specialists, providing guidance, support, and feedback.
• Develop and implement policies, procedures, and best practices for efficient operations.
• Monitor team performance and productivity and address issues or gaps.
• Coordinate staffing for 24/7 coverage including nights, weekends, and holidays.
• Conduct regular training and performance evaluations to enhance skills.
• Be escalation point for complex customer issues and provide resolutions.

Skills

Team leadership

Operations management

Customer support software

KPI tracking

English language

Portuguese

Spanish

Education

Higher education degree

Tools

Ticketing systems

CRM platforms

Knowledge bases

Job description

Draiver is seeking an experienced Support Coordinator to lead a fast-paced 24/7 support team in the Netherlands. You will oversee daily operations, ensure timely, high-quality client assistance, and drive data-driven improvements across processes and KPIs.

You will develop and implement policies, coordinate staffing, and mentor team members while collaborating with other departments to resolve systemic issues affecting customer satisfaction.English plus Portuguese/Spanish is a plus.