Customer Support Team Lead (SaaS)

TL;DR

Customer Support Team Lead (SaaS): Managing and developing an EU-based Customer Operations team to ensure SLA compliance and high ticket quality with an accent on operational efficiency and data-driven improvements. Focus on optimizing support workflows, analyzing ticket trends, and coordinating global handovers between EU and US teams.

Location: Hybrid in Amsterdam, Netherlands

Company

An automated SaaS platform that simplifies hardware deployment and management for remote and global IT teams.

What you will do

• Manage the EU-based Customer Operations team, overseeing communication channels to ensure SLA compliance.
• Own and maintain Pylon reporting dashboards, analyzing ticket data to identify trends, root causes, and performance patterns.
• Lead daily standups, handle capacity planning, scheduling, and workload distribution for the EU region.
• Conduct regular 1:1s, providing coaching and feedback to foster agent growth and career development.
• Collaborate with the US Team Lead and cross-functional stakeholders to maintain seamless global coverage and process improvements.
• Partner with Knowledge Management to update internal KB articles and optimize AI workflows.

Requirements

• Must be based in or able to work hybrid in Amsterdam, Netherlands.
• 5+ years of experience in customer support or service operations.
• 3+ years of experience in a leadership, mentorship, or team lead role.
• Hands-on experience with Pylon or similar support platforms (reporting, dashboards, workflows).
• Advanced English proficiency (written and spoken).
• Ability to analyze support data to drive operational improvements.

Nice to have

• Pylon admin experience.
• Understanding of IT lifecycle, logistics flows, or hardware asset management.
• Experience with Airtable, Retool, HiBob, or 15Five.
• Background in a scaling SaaS startup.
• Exposure to analytics tools like Looker, Power BI, or Mode.
• Experience designing AI prompts and automations.

Culture & Benefits

• Flexible hybrid work environment with top-notch tools and equipment provided.
• Vibrant entrepreneurial culture with significant opportunities for growth.
• Regular off-sites and multi-yearly team bonding events.
• Team lunches and surprise events to maintain a fun atmosphere.
• Pension scheme and Classpass corporate membership.