Customer Service Team Lead

TL;DR

Customer Service Team Lead: Maintaining regular operation, instilling operational rigor within the team, and contributing to the evolution of the Customer Service & Support offering. Focus on building data-driven insights to improve rituals, raising performance bars, and delivering improved service to customers.

Location: Utrecht, Netherlands. Workplace type: Hybrid, working onsite at the office (min. 3 days per week) and from home.

Company

hirify.global is revolutionising public procurement, making it accessible and effortless for everyone involved.

What you will do

• Set, monitor, and update goals and OKRs for the team.
• Drive operational excellence by following operational rigor cadence and using data to improve performance.
• Focus on results by using dashboards and reports to attain goals and anticipate risks.
• Maintain customer orientation by having the customer in mind in all decisions and actions.
• Build stakeholder relationships and manage expectations to improve internal collaboration.

Requirements

• Proven experience leading and developing customer service and support teams, preferably in a fast-paced SaaS or tech environment.
• Experience leading distributed or cross-geographical teams.
• Familiarity with building onboarding and skills actualization plans.
• Strong operational mindset with the ability to drive structure and use data to improve performance.
• Customer-centric leader, comfortable handling escalations and balancing customer needs with business priorities.
• Fluent in English and Dutch language (written and spoken); German is a strong advantage.

Nice to have

• Exposure to public procurement, public sector customers, or regulated environments.
• Familiarity with modern support tools, automation, or AI-enabled service models.
• Familiarity with proposing and implementing service improvements or innovative/transformative ideas.

Culture & Benefits

• Dynamic culture built on continuous growth, trust, and collaboration.
• International environment with ambitious and dedicated colleagues.
• Passionate about what they do and supported to be themselves.