Customer Support Team Lead - France

📍This is a hybrid position, we expect you at least 2 times per week in our HQ in Eindhoven.

This is what you tell people at parties 👋

At Sendcloud, we have an all-in-one shipping solution, where we automate the shipping processes for e-commerce. With more than 25,000 customers throughout Europe, and soon beyond, Sendcloud is aiming to become the leading shipping solution worldwide. We have a high performing environment and we get rewarded for all of our wins. Together with Sendcloud, I am on a mission to empower businesses with world-class shipping.

What you will do in this role 🧐

Our Customer Support team makes sure that all of our customers get all the help they need to let their business grow. We want to destress the customer with the shipping of parcels and arranging returns. Our mission is to keep the logistical process as simple as possible.

We are looking for a Team Lead Customer Support France to help us with managing the priorities of one of our Customer Support teams for the french market, while managing priorities you are also busy with coaching and developing your team. 

On a daily basis you are in charge of the activities of a small customer support team of +/- 8 Customer Support Consultants. You help them with their daily tasks to make sure they give back the best support to our Sendcloud customers. This includes:

• You would be responsible for overseeing the customer support team, including hiring, training, and managing the performance of team members.
• Monitor key performance indicators (KPIs) for the customer support team and regularly track and assess their performance against these metrics. This includes monitoring response times, customer satisfaction ratings, and resolution rates to ensure high-quality support.
• Analyze customer feedback, support tickets, and relevant data to identify trends, common issues, and areas for improvement. 
• Coach team members on their soft skills, like dealing with angry customers and prioritizing tasks and ensuring high quality of customer support in every conversation with Sendcloud customers. 
• Coordinate tasks with other leads within the Customer Support team to make sure every support channel is sufficiently occupied during the working day
• Assist customers via phone, chat and email when needed, specially as a second point of escalation
• Manage in coordination with Talent Success (HR) sick leave, behavior, attitude and all the associated chats regarding these topics. Even if it is not always fun to do, you do not shy away from difficult conversations with your team.
• Be a point of contact for stakeholders from other departments on subjects connected to support Sendcloud’s customers. 

Our perfect match 💗

• You have experience leading a customer support team (of min. +/- 5 people)
• You can provide insight into process improvement and develop KPIs based on these insights
• Experience in coaching your team to improve performance and grow your colleagues to senior positions
• You can manage based on daily team / company targets to keep incoming work under control
• You have exceptional communication skills, you are organised with an eye for detail and good at working together.
• You are fluent in both French and English. 
• You are good at efficiently organising operational tasks
• You have a service and result-oriented attitude; good results make you happy
• You are confident and you can communicate on different levels; this way you are a passionate discussion partner for both managers and employees

You share our core values;

• 💩  No bullshit: We don’t like big egos, we like honesty, transparency & openness. Share your mistakes with us and learn from them!
• 🎯  Grow & Win: Keep on learning and improving, from each other, mistakes and by actively searching for ways to keep on developing your skills
• 🎠  Have fun: You are not afraid to be yourself and you love to be surrounded by your awesome colleagues!

Benefits 🎉

• Holidays: 28 per year on a full-time basis + a free holiday on/around your birthday 🎂
• After 3 years of employment, you get a sabbatical of 4 weeks from us 🏝
• Keep growing with a study budget of €2000,- per year! 🎓
• Hybrid work option & a WFH budget of €500, so you can get yourself a nice setup 🖥️
• Stay fit in our Sendcloud gym, weekly bootcamp sessions and weekly kick box sessions! 🏋️
• Pension scheme
• Discount on health insurance 
• Access to many different discount programs, shop til you drop! 🛍