Customer Support Team Lead

Summary 

At Trengo, we are looking for a motivated and experienced Customer Support Team Lead to manage our customer support team. Working closely with the team and reporting to the Manager of Support, you will be responsible for providing an incredible experience for our customers whether they reach out with a question or an issue they may be facing. You will do this by collaborating on the planning of strategic projects and acting as a role model for their execution while making sure processes, policies, and communication tactics are well executed. As part of the Customer Experience department, you will work closely together with managers from other teams like Customer Success and Technical Support.

The ideal candidate will have proven experience working in a leading customer support position, show strong leadership, communication, and analytical skills, and be a hands-on mentor to their team members.

At Trengo, we believe in a world where technology empowers the relationship between companies and their customers. That’s why our mission is to build an AI-powered customer engagement platform to replace repetitive work with meaningful conversations. How do we do that? Our software makes it easy for customer-facing teams to communicate with customers via multiple channels, all in one shared inbox. Email, Instagram, Facebook, WhatsApp, live-chat, you name it. With a Series A investment of $36M led by Insight Partners and Peak Capital and becoming one of the four official WhatsApp Business Solutions Providers in the Netherlands, we empower our customers to scale their businesses and optimize the channels their clients truly prefer.

What your role looks like

Let's break down this vision into a little taste of your work at Trengo.

You:

• Manage the customer support team's day-to-day functions and operations.

• Collaborate with the Manager of the Support teams on strategic planning and own its execution.

• Act as an escalation point for specific customer inquiries.

• Improve processes, workflows, and tools to enhance customer satisfaction.

• Formulate and revise customer support policies and promote their implementation.

• Keep the team informed on new information related to products, procedures, and trends.

• Run analysis on support statistics and preparing detailed reports.

• Are responsible for interviewing and hiring new employees for your team.

• Oversee and evaluate the team's ongoing training efforts.

• Deliver performance evaluations and following the process according to the company’s policy.

• Work closely with other departments to improve the cross-collaboration.

• Ensure that service level agreements (SLAs) are consistently met.

What you are like

Now that you know a bit about us, can you tell us a bit about you? I hope you can identify yourself with some of these:

• You have a proven experience as a customer support leader, preferably within a SaaS environment.

• You have prior experience in planning and executing specific initiatives to achieve goals and meet KPIs.

• You are a goal-oriented person with data-driven mindset.

• You have a proactive approach towards communication tactics and trends spotting.

• You possess top-notch oral, written, and interpersonal skills.

• Strong organisational and team management skills.

• Technical background or affinity in Customer Engagement Platforms.

• Previous experience in collaborating with internal departments in cross-functional activities.

What we offer

This is what we carefully prepared for you:

• Finding yourself in a fast-growing company where your career can evolve. With the help of your number one supporter, your manager, you will follow our departmental growth tracks to pursue the career you want. This is one of the reasons for our positive Glassdoor reviews (4.3/5).

• We really value flexibility and trust our people. That’s why we work hybrid, and our people can work from abroad for 60 days per year.

• Free sessions with on-demand psychologists from OpenUp. Your mental health is important to us.

• An education budget to feed your curiosity, extra budget for team trainings, and 2 extra days off for your courses or conferences, if needed.

• 28 vacation days to rest, have fun, and travel as you wish. But, every once in a while, we also like to do it together. The last time, we went on an amazing trip to Valencia!

• Internet and phone allowance every month!

• Fancy learning Dutch? We also offer Dutch courses for our international employees!

• When you work from our beautiful office: you can bet we have delicious warm lunches together prepared by our in-house chef and workplace experience team. Also, your traveling expenses to Utrecht will be reimbursed.

Your recruitment experience at Trengo

We aim for our recruitment experience to be fast, enjoyable, and fruitful - for both sides. Via this link, you can see what you can expect from your recruitment journey with us.

Otherwise don’t worry, we understand if you don’t know what to do right now. You like what you read but you still have questions before deciding to move forward. We got you! I am Evangelos, your friendly recruiter and part of Trengo’s Talent Team. Happy to clarify any doubts, so you can make a good choice, whichever that is. If you are not ready to apply yet, feel free to ask a question in the flowbot. If you are ready, talk to you soon.