Support Operations Leader & Coach

Check.; Amsterdam; On-site; EUR 50,000 - 80,000; Full time

Benefits offered by this job

Sports lessons

Learning budget €2000

Free lunch & drinks

Job summary

Check is a fast-growing shared mobility platform shaping how people move around Dutch towns. We are looking for a Support Manager who will drive day-to-day performance and spearhead improvements across the Support organization.

You will lead a team of Support Agents and Second Line Specialists, manage staffing, escalations and incidents, and translate data into concrete actions for better service delivery and scalability.

Qualifications

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

Responsibilities

• Lead and develop a team of Support Agents and Second Line Specialists to perform at their best.
• Own daily Support operations including staffing, service levels, escalations and incidents.
• Analyze performance and translate insights into concrete actions for process and tooling improvements.
• Collaborate with other Team Leads and departments to build a more efficient, scalable Support organisation.
• Ensure 90% shift coverage and monitor KPIs such as cost, APS, eNPS, SLA, productivity and quality.

Skills

Team leadership

People coaching

Data analysis

Operational planning

Communication

Decision making

Job description

Check is a fast-growing shared mobility platform shaping how people move around Dutch towns. We are looking for a Support Manager who will drive day-to-day performance and spearhead improvements across the Support organization.

You will lead a team of Support Agents and Second Line Specialists, manage staffing, escalations and incidents, and translate data into concrete actions for better service delivery and scalability.