Customer Support Team Lead, Recruitee
France
Recruitment management platform
Be an early applicant
Recruitment management platform
201-500 employees
Be an early applicant
201-500 employees
Company mission
To empower teams with the best tech tools to hire better together.
Role
Who you are
- Proven experience in a customer support leadership role, particularly in managing french-speaking customers
- 1+ year of experience coaching teams or individuals
- 2+ year of experience within a company in IT/Software/SaaS
- Fluent in French & English
- Acted as a go-to escalation point
- Demonstrated ability to lead and motivate a team to achieve performance targets
- In-depth understanding of customer support processes and best practices
- Adaptability to navigate through changes and evolving customer support requirements
- Familiarity with the Javelo platform or Tellent suite is a plus (Recruitee or Kiwi)
- A critical mind to challenge existing ways of working and strive for optimization
- Fun
What the job involves
- As our Support Team Lead, it will be your mission to lead & scale the Support team to maintain their stellar customer service
- You’ll also help the team maintain their KPIs, provide continuous training and drive initiatives to increase customer satisfaction
- As Tellent grows, the Support teams grow with it, at Tellent that is a direct reflection of how fast we are growing, so you will have a lot of freedom to structure and fine-tune your tasks
- The Support team's mission is to keep all of our customers across the world happy. The team consists of 19 people across all Tellent locations, Amsterdam, Paris, and Poland
- Lead and mentor a team of three FTEs to ensure seamless support for our french-speaking customers
- Take ownership of the French market's unique needs and challenges by dedicating 60% of your time to supporting customers in the first and second line. The other 40% of time will be dedicated towards team lead responsibilities
- Coordinate with cross-functional teams to provide comprehensive solutions to customer issues
- Drive performance improvements and ensure adherence to service level agreements
- Collaborate with product and development teams to communicate customer feedback and contribute to product enhancements
- Develop and implement strategies to enhance customer satisfaction and loyalty
- Drive team projects and self-improvement initiatives; coaching, knowledge sessions, training
- Monitor and balance workload between team members
- The support KPI’s in check; 95%+ satisfaction rate & 10< minute median response time
- Review the chat history of your direct reports to help them improve workload management
- Keep track of your teammates' performance by having regular check-ins
- Be an escalation point for the team in difficult situations to de-escalate or use as a coaching moment
- Your 12-month journey
- The first 3 months, you will spend learning about systems, our three product lines - Recruitee, Javelo and KiwiHR, our processes and learning directly from our Head of Support, ahead of taking over some of her current responsibilities such as workload management, performance check-ins and chat reviews for agents working on the French market. You will also be closely connected with other Support Team Leads
- After 3 months, you’ve identified the team’s training needs and used that to set up a structured team training program and individual coaching
- After 12 months, you optimized processes, organized several knowledge sharing sessions and training and had a significant impact on Support at Tellent
Our take
On a mission to make hiring easy, fun, and accessible, Recruitee, now part of Tellent, offers a cloud-based recruitment management system to assist internal HR teams of all sizes. The hiring tool centralises four products onto one platform: employer branding, job promoting, talent sourcing, and applicant tracking.
Recruitee recently combined with Sympa, which offers customisable core HR solutions in the Nordics, hoping that, together, they can provide their individual customers with premium digital HR solution offerings. Through constant evolution, Recruitee’s founders are working towards a goal to create a business valued at over €1 billion in the coming years to achieve Unicorn status.
The tech startup has cut its ties with venture capitalists and is instead self-funded, which it deems to offer more space to focus on product, building a sustainable team, and enabling the agency to make decisions about the company’s direction, paving a unique path for itself.
Steph
Company Specialist
Insights
Company
Funding (1 round)
Sep 2015
$0.2m
SEED
Total funding: $0.2m
Company benefits
- Hybrid work: You decide if and when you want to come to one of our offices.
- Flexible hours: Our employees can choose which working hours are the best for them
- Training budget: Up to €1500 per year for your personal development. You will keep your skills sharp
- Well-being support: Direct, free, and easy access to professional mental health support (provided by OpenUp)
- Equipment: We offer everyone a MacBook, a screen and Apple accessories
- Fitness subscription: We offer everyone a sports card that is acceptable in many fitness facilities.
- Work from anywhere: Take your laptop and work from anywhere (for up to 4 weeks/year)
Company values
- Love what we build: Nothing gets us more excited than our product. We love what we do, and we love what we build. We make hiring more collaborative and are changing the way recruitment works
- Connected by community: We don’t believe in a one-size fits all culture. In fact, we don’t really have ‘one culture’. We have a community of like-minded people from around the world. We celebrate our differences, and that’s what makes us better
- Freedom to thrive: People are at the heart of what we do and we want you to thrive. We believe people do their best work when they feel good about what they do, and the space they do it in–in the office, fully remote, or a bit of both. You decide what works best for you
- Go far together: We have big plans for the future and we need the right people to get us there. We look for people who have an entrepreneurial attitude and can run with ideas and make them happen. People with a growth mindset, because when you grow, we grow
Company HQ
Negen Straatjes, Amsterdam, Netherlands
Articles
Founders
Perry Oostdam
(Co-founder)Previously co-founded GeoRun and Quality Technology.
Paweł Smoczyk
(CTO & Co-founder)Previously co-founded GeoRun ad AppUnite.
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