Key Skills

Job Description

Job Description About Road Road is a fast-growing software company active in the dynamic electric driving (EV) market. We deliver the critical infrastructure that the EV charging ecosystem is built on. We do this through a purpose-built software platform supported by our unique expertise and world-class customer service. Road currently serves 20% of the Dutch market and we have firmly set our sights on repeating this success internationally. We exist at the intersection of cleantech and fintech and our mission is to make EV charging effortless for everyone. About The Role The Team Lead - Customer Support is a leadership role responsible for overseeing and managing a team of Customer Support Specialists. This position involves providing guidance to team members, ensuring efficient resolution of customer issues, and contributing to the overall improvement of customer satisfaction and service quality. Your Responsibilities Include Leading and managing a team of Customer Support Specialists. Providing guidance, mentorship, and ongoing training to team members. Fostering a positive and collaborative team culture Overseeing the resolution of customer inquiries, concerns, and issues. Working closely with team members to ensure timely and effective solutions. Handling escalated customer issues and ensure a high level of customer satisfaction Identifying training needs and coordinating ongoing training programs to enhance the team's product knowledge and customer service skills. Conducting regular performance assessments and providing constructive feedback. Collaborating with cross-functional teams to identify areas for process improvement in customer support workflows. Implementing and optimizing procedures to streamline issue resolution and enhance the overall customer experience. Establishing and monitoring quality assurance measures to ensure consistent and high-quality customer support. Conducting regular audits of customer interactions and providing feedback to maintain service excellence. Analyzing customer support data, trends, and key performance indicators (KPIs) to identify areas for improvement and implement data-driven solutions Collecting and analyzing customer feedback to understand satisfaction levels and implement strategies for continuous improvement. Collaborating with other departments, such as product development and marketing, to ensure a cohesive and customer-centric approach. Job Requirements What We Value in our Candidates Bachelor's degree in a related field (e.g., Business, Management) or equivalent work experience. Proven experience in a leadership role within customer support or a related field. Strong leadership and team management skills with the ability to motivate and inspire a customer support team. A customer-centric mindset with a commitment to delivering an exceptional customer experience. Excellent communication skills in Dutch and English, both verbal and written, with the ability to interact effectively with customers and team members. Strong problem-solving skills and the ability to make decisions under pressure to resolve customer issues. Ability to adapt to changes in customer needs and industry trends. Analytical mindset with the ability to interpret data and use it to drive improvements in customer support operations. What We Offer Besides Your Salary Join our mission-driven organization, leading innovation in a dynamic international and ambitious environment. Take ownership, leverage your expertise, and make a meaningful impact while advancing your career. 8% Pension allowance paid monthly with the freedom to invest at your discretion. We believe you have to recharge too! This is why you are entitled to our ‘unlimited holiday policy’. All the technology and business tools to succeed. Daily varied and healthy food options for lunch, all for free. And of course drinks at our own Road bar. Besides working on our mission together, we like to have fun and connect with social events and team-building activities. Personal training and development opportunities. Referral program. Headquarters located in one of the most dynamic and cosmopolitan cities in Europe: Amsterdam. Kilometer allowance, a business NS subscription or a bike subscription to make your commute to the office easy. Diverse and creative colleagues from every corner of the world. More About Us We believe in being open-minded and challenging ourselves to continuously strive for the best results. We are transitioning from start-up to scale-up which requires a more structured and process-driven approach to reach the next stage of our growth. As the world scales up to meet the EV charging demand, we’re ready for this once-in-a-century mobility revolution. Are you ready to help us grow and make EV charging effortless for everyone? Join our team of 125+ colleagues working in our Amsterdam HQ. Our Values Customer Innovation Community Ownership Communication Focus Want to know more about our company vision, culture or career growth opportunities? Have a look at our careers site https://careers.road.io/

Core Responsibilities

The Team Lead is responsible for managing and mentoring a team of Customer Support Specialists to ensure high-quality service and efficient issue resolution. They will also analyze performance data and collaborate with cross-functional teams to optimize support processes and enhance the customer experience.

Requirements

Candidates must have a bachelor's degree or equivalent experience and a proven track record in a customer support leadership role. Strong communication skills in both Dutch and English, along with an analytical mindset and the ability to lead under pressure, are essential.

Benefits

• 8% Pension allowance
• Unlimited holiday policy
• Free daily lunch
• Drinks at the office bar
• Social events
• Team-building activities
• Personal training and development opportunities
• Referral program
• Kilometer allowance
• Business NS subscription
• Bike subscription