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Customer Support Team Lead
Full-time
A leading SaaS scale-up for the media industry, active in 100+ countries and handling over 1 million projects annually, is scaling fast with recent growth investment. Support plays a critical role in protecting customer trust, retention and experience during peak operational demand.
Role
As Customer Support Team Lead you own the operational engine behind the customer experience. You ensure Support performs consistently during high-volume seasonal peaks while building the structure, automation and tooling required to scale without linear growth in headcount. You lead a multilingual 17-person team across Europe and North America, own Zendesk and Aircall operations and drive improvements in CXI performance, workforce planning and AI/automation enablement. This is a hands-on leadership role in a fast-moving, operator-first environment.
Requirements
3+ years in a customer support leadership role
Strong hands-on experience with Zendesk and Aircall
Proven ownership of capacity planning and workforce management
Track record of improving KPIs quickly
Fluent English
Willing to work on-site in Utrecht
