Customer Support - Team Lead
The Bit About Urbantz
At Urbantz, we help the world's largest retail, grocery, ecommerce and logistics companies love their last mile with a smarter, greener approach to delivery management. Our SaaS platform was built specifically for enterprises to help them cut through the complexity of multi-fleet operations and drive greater sustainability in the final mile at any scale.
More than 100 brands enjoy the clarity and control to cut their CO2 emissions, allocate smartly across carriers, build unique workflows and ensure on-brand delivery experiences for recipients with Urbantz.
Since our inception in 2015, we've enjoyed phenomenal growth across Europe, the Middle East and beyond. In 2020, Deloitte ranked us third in its annual Technology Fast 50 list and in 2021, we were a finalist for the "Scale up of the year".
The Challenge
Urbantz is set to increase its customer base in 2023. As our activity expands, we need an experienced Customer Support Team Lead to provide technical assistance to Urbantz key users and help them achieve best-practice platform usage.
The Customer Support Team Lead will provide B2B customers with professional technical support, bring the voice-of-the-customer to internal discussions, and coach a team of support agents to drive continuous improvement.
The Day-to-Day
- Lead a team of support professionals;
- Take ownership of the entire support request process – from problem analysis to feature suggestion;
- Resolve incoming support queries. When necessary, collaborate with engineering teams;
- Set goals and metrics for your team members, as well as train and develop them to reach their full potential;
- Help improve support-related work processes;
- Share your customer and product knowledge internally;
- Monitor and analyze customer feedback to identify trends and areas for improvement.
The Must Haves
- 5+ years of experience in software support, with experience in a leadership role.
- Substantial understanding of SaaS applications.
- Eager to learn and coach others.
- Strong technical skills and the ability to troubleshoot technical issues.
- Superb communication skills – both written and verbal.
- Fluent in English and French – any additional European language is a plus.
The Great to Haves
- Logistics background.
- Experience with customer support software.
The Perks
- Be part of a growing international team of support professionals.
- Work where you choose: our fancy offices in the center of Brussels, your spare bedroom, a cabin in the woods… you decide
- Autonomy to define and navigate your own path to success.
- A competitive salary, the right tools and a range of fringe benefits depending on your country location.
- An incredibly diverse international team and a company culture that encourages freedom, creativity and collaboration.
- Opportunities to grow your expertise through training, workshops and conferences.
- Team meetups in Brussels, an annual offsite somewhere sunny.