Support Operations Lead: Coach, Optimize & Scale

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

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.