Team Manager Customer Service (IT)

TL;DR

Team Manager Customer Service (IT): Leading and developing a high-performing Customer Operations team across the Netherlands and Belgium with an accent on operational excellence and customer success. Focus on driving team performance through data-driven insights, optimizing service processes, and collaborating across Nordic and Benelux regions.

Location: Hybrid (Nijmegen, Netherlands)

Company

A leading online IT partner in the Nordics and Benelux focused on IT innovation, sustainability, and providing scalable IT solutions.

What you will do

• Lead and develop a high-performing Customer Operations team in the Netherlands and Belgium.
• Set clear goals and individual objectives aligned with departmental targets.
• Monitor team performance using data and KPIs to ensure service quality standards.
• Identify and implement continuous improvement opportunities to optimize operational effectiveness.
• Collaborate with Sales, Procurement, and international teams across the Nordics.

Requirements

• Proven experience in customer service and leading teams in an operational environment.
• Strong team-building and decision-making abilities.
• Fluent English communication skills for stakeholder collaboration.
• Proficiency in Dutch.
• Experience working with performance metrics and data-driven decision making.
• Proficiency with MS Office, specifically Excel and reporting tools.

Culture & Benefits

• Travel allowance (€0.26/km) or full public transport compensation.
• Home office allowance (€2.45 per work-at-home day) and furnished home office.
• 27 vacation days based on a 40-hour work week.
• Personal growth support via hirify.global Academy and individual development plans.
• Pension scheme with a 13% premium rate.
• Low-cost group health insurance option.

Hiring process

• Telephone screening with TA Recruiter.
• First interview with VP Customer Operations and Head of Backoffice.
• Personality and cognitive thinking assessment.
• Interviews with HR and COO.
• Background check.