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Interim Customer Support Team Lead

  • Amsterdam, Noord-Holland, Netherlands

Job description

Together, we are on a purpose-driven journey to make a meaningful and lasting impact on the world through our work in cracking biology. Our mission? Make fruit & vegetables available and affordable to more people in a sustainable way.

We work with the best and biggest Vegetable greenhouse growers in the world. As we deeply value the work growers do, we help them by offering AI products that give them superpowers. Our commitment to the enhancing growers fuels our drive for excellence.

Because Source is scaling very fast, all customer facing functions are continuously working on making their operating model scalable and future proof and Interim Customer Support Team Lead role will play a critical role in this for the Support domain.

What we would love you to get excited about:

The Interim Customer Support Lead is primary responsible for establishing, maintain and manage a high performing team, measured along the following key metrics:

  • Service levels: ensure adequate staffing of our team and recruitment if necessary such that we can respond to customer questions in line with our SLA

  • Support quality: coach the team on response quality and ensure that they have the right training on product functionalities so that we maintain high Support CSAT

  • Support team happiness: guide and support the team such that they maintain a high job satisfaction and high engagement

  • Support cost: ensure that cost maintains within budget while performing on the above metrics

You will also lead the Support team in the following key collaborations with other teams in the organisation:

  • Proactive support: by providing proactive support in case of foreseeable issues together with the Product and Engineering teams, the Support team contributes directly to overall Customer happiness.

  • Documentation: by working with the Product team to create great documentation so that customers can find the information they need about our products when they need it, the Support team contributes directly to overall customer happiness

  • Product development: by ensuring that all feedback from customers is communicated to the relevant product teams, the Support team has a critical role in product development

  • New product and geography launches: by preparing the support team for new product launches, aligning support levels and hours to the needs of new products or geographies and providing input on future SLAs, the Support team plays a pivotal role in the expansion of Source

Job requirements

You have:

  • 5+ years of experience in a high-performing Support organisation (ideally in tech/B2B SaaS);
  • The ability to combine operational excellence with strategic perspective on scaling, enabling you to contribute to the key scalability challenges that meet Source as a high-growth scale-up
  • Full business proficiency both in Dutch and English languages;
  • Analytical skills: you are able to analyse and assess the impact of an issue, and decide how to escalate internally;

  • Empathy: you naturally put yourself in your customers' shoes and know how to make them feel heard;
  • Ability to identify customer needs and expectations and what it takes to provide a good service level;
  • Detail-orientation: you know that details are important in business communication and make sure that you don't miss out on them;

  • Prioritisation skills: you have experience with prioritising tasks and know how to keep your head cool in hectic moments;

  • Learning attitude: you possess a strong desire to fully comprehend the issues our customers face, and are up to applying new learnings on future customer issues.

Bonus points if you have:
  • Affinity and/or experience with horticulture and/or biology.