Customer Service Manager

TL;DR

Customer Service Manager: Guiding a highly skilled team through change and elevating customer experience with an accent on operational leadership, strategic development, and cross-functional collaboration. Focus on process improvement, KPI analysis, team development, and fostering a positive team culture.

Location: Hybrid (2 office days in Hasselt or Ghent, Belgium, 3 WFH days). Quarterly travel to the Netherlands and the UK is required. Candidates must be based in Belgium.

Company

hirify.global is a global provider of expert solutions, software, and professional information for professionals in Healthcare, Tax & Accounting, Finance, Compliance, and Legal & Regulatory.

What you will do

• Supervise daily operations, ensuring service quality and KPI achievement.
• Support team members in managing escalations and facilitating development.
• Improve processes and ensure best practices for consistent service delivery.
• Collaborate with Product, Tech, Sales, and other stakeholders to drive improvements.
• Analyze data, KPIs, and dashboards to translate into actionable insights.
• Foster a positive, motivating team culture and enhance team expertise.

Requirements

• Proven people and team management experience.
• Experience working in B2B environments, especially product support.
• Strong change leadership skills, guiding teams through transitions.
• Confidence in challenging the status quo and improving processes.
• Ability to read stories behind data and track KPIs.
• Fluency in both Dutch and English is required.

Culture & Benefits

• Full-time managerial role within a stable, experienced team.
• Opportunity to develop and transform a growing support organization.
• Collaborative culture focused on learning, development, and customer impact.
• Flexible and hybrid working arrangements with regular presence in Hasselt and Ghent.
• Competitive compensation package with attractive benefits.
• Access to extensive learning and development opportunities.