Customer Support Team Lead, Workwize
Management for remote IT and office equipment
Job no longer available
Management for remote IT and office equipment
21-100 employees
Job no longer available
21-100 employees
Company mission
To create a better work life for everyone by helping companies enable the hybrid working model for their employees.
Role
Who you are
- You excel at managing teams, optimizing processes, and leveraging Zendesk
- 5+ years of experience in customer support, including at least 2 years in a leadership role
- Full expertise in Zendesk
- Experience managing remote and international teams
- Experience in a SaaS environment is desirable
- Strong analytical and problem-solving abilities
- Excellent verbal and written communication in English
- Chatbot and AI abilities are a plus
- Proactive leader with a customer-centric mindset
- Structured leader, able to follow and set processes
- Bias for action
- Emotional intelligence for team management
- Adaptable and innovative in a fast-paced environment
What the job involves
- At Workwize, we’re looking for a Customer Support Team Lead to oversee our international remote team and enhance our customer support operations
- As the Customer Support Team Lead, you will ensure top-tier service for our users while continuously improving their experience
- You will manage daily operations, drive team performance, and implement innovative solutions to enhance service quality
- Reporting to the Head of Customer Support / VP Operations, you will collaborate with the product and operations teams to integrate customer feedback and improve our platform
- Manage the team (Currently 6 agents, to be grown)
- Hire new agents in various geographies
- Conduct audits of team interactions and performance
- Provide feedback and develop improvement plans
- Recognize high performers and address performance issues
- The second line of resolution for ticket escalations
- Diagnose and resolve common team challenges
- Analyze customer feedback to identify and address systemic issues
- Oversee Zendesk's ways of working and continuously improve processes
- Work with product and operations teams to refine services based on feedback
Our take
Workwize is a procurement and management platform tailored specifically to meet the evolving needs of remote and hybrid working. At its core, Workwize prioritises customisation, flexibility, and transparency, enabling companies to effectively manage and procure the essential technologies and tools vital for their workforce.
Based in the Netherlands, Workwize has swiftly garnered acclaim, serving fast-growing startups and established enterprises alike within its native landscape. With its appeal extending globally, securing players such as Netflix to leverage its services within Europe. For a young company born out of the pandemic, Workwize has charted an impressive trajectory, underlining the enduring relevance of hybrid and remote work models well into the 2020s.
Backed by 2022 funding, Workwize has embarked on an ambitious expansion journey across Europe, capitalising on its existing client base spanning fifteen countries. Furthermore, strategic investments in workforce augmentation underscore a promising phase of growth for the company, poised to solidify its position as a frontrunner in shaping the future of workplace management and procurement solutions.
Kirsty
Company Specialist
Insights
Many candidates hear
back within 2 weeks
2% employee growth in 12 months
Company
Funding (2 rounds)
Jan 2022
$1.7m
SEED
May 2021
$0.6m
SEED
Total funding: $2.3m
Company benefits
- A position in which you can continue to grow towards a more senior sales or management orientated role
- Freedom to change the working environment between home and the office
- The best working set-up
- Working in a young, flexible and entrepreneurial environment
- Daily team lunches
- Monthly Surprise Events
Company values
- Radically transparent: We personify the ‘Dutch’ spirit in our directness and transparency—always expressed with respect and an open mind
- Desire for action: Individually and as a collective, we are solutions oriented. We aim for growth and think entrepreneurially
- Challenge the status quo: We think big and envision the future success of our projects and ideas; challenge the status quo by constantly exploring new solutions and ideas
- Empower each other: We pride ourselves in empowering each other through trust, amplifying our strengths and putting each other at the centre of everything we do
Company HQ
Grachtengordel-West, Amsterdam, Netherlands
Articles
Leadership
Victor Dik
(CCO)Previously a Planning and Portfolio Manager at Vodafone Ziggo, a Domestic Relationship and Recruitment Manager at Knowledge 2 Share Foundation.
Sebastiaan Scholten
(CTO)Previously an Investment Banking Intern at Lazard and eCommerce Director at MIPACHA.
Michiel Meyer
(CEO)Previously a Business Growth Manager & Head of Addity at Buckaroo, Head of Department at Addity Payments, Consultant at McKinsey & Company and FinTech Developer at CoInvestor.
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