Support Team Lead: Optimize and Scale Operations

Check; Amsterdam; On-site; EUR 60,000 - 90,000; Full time

Job summary

Check is seeking a Support Manager to lead and develop the Support Agents and Second Line Specialists, ensuring daily delivery while driving improvements in procedures and tools. You will own staffing, service levels, escalations and incidents, and translate performance data into actionable changes to build a more scalable Support organisation.

You will lead the team with clear direction, coaching and feedback, combining hands-on involvement with strategic improvements to deliver high-quality

Qualifications

• +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.

Responsibilities

• 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, 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.

Skills

People leadership

Coaching

Data-driven

Communication

Operational planning

Job description

Check is seeking a Support Manager to lead and develop the Support Agents and Second Line Specialists, ensuring daily delivery while driving improvements in procedures and tools. You will own staffing, service levels, escalations and incidents, and translate performance data into actionable changes to build a more scalable Support organisation.

You will lead the team with clear direction, coaching and feedback, combining hands-on involvement with strategic improvements to deliver high-quality