Recruitee (201-500 Employees, 109% 2 Yr Employee Growth Rate)
As our Support Team Lead, it will be your mission to lead & scale the Support team to maintain their stellar customer service. We’ve got a 95%+customer satisfaction rate, and together with your team, you’ll keep it that way. To do this, you will bring your player/coach mindset to ensure our fast-growing team is always ready to rumble. You’ll spend 25% of your time helping customers resolve any questions they might have. You’ll also help the team maintain their KPIs, provide continuous training and drive initiatives to increase customer satisfaction. As Recruitee grows, the Support teams grow with it, at Recruitee that is a direct reflection of how fast we are growing, so you will have a lot of freedom to structure and fine-tune your tasks.
About the Team
The Support team’s mission is to keep all of our customers across the world happy. The team consists of 20 people strong across all Recruitee locations, Amsterdam, Poland, and New York.
Your 12-month journey
The first 3 months, you will spend learning about systems, our processes and learning from our Head of Support, ahead of taking over some of her current responsibilities such as workload management, performance check-ins and chat reviews. You will also be closely connected with other Support Team Leads.
After 3 months, you’ve identified the team’s training needs and used that to set up a structured team training program and individual coaching.
After 12 months, you’ve doubled your team, optimized processes, organized several knowledge sharing sessions and training and had a significant impact on Support at Recruitee.
What you’ll do:
Lead & scale (a part of) the Customer Support team
Drive team projects and self-improvement initiatives; coaching, knowledge sessions, training)
Hire exceptional support talent and offer them a stellar onboarding experience
Stay in touch with our customers and current support topics by helping them on the chat
Monitor and balance workload between team members
The support KPI’s in check; 95%+ satisfaction rate & 10< minute median response time
25% on chats to stay in touch with our customers and current support topics
Review the chat history of your teammate to help them improve workload management
Keep track of your teammates’ performance by having regular check-ins
Be an escalation point for the team in difficult situations to de-escalate or use as a coaching moment
What you’ll bring to the team:
2+ years in a Team Lead position or 2+ years in a Senior Support position
1+ year of experience within a company in IT/Software/SaaS
1+ year of experience coaching teams or individuals
Fluent in German & English
Acted as a go-to escalation point
Proper understanding of API’s and integration
Strong communicator with the ability to give and receive feedback
A critical mind to challenge existing ways of working and strive for optimization
- Great offices and locations in Poznań and Wrocław OR the possibility to work remotely from Poland.
- Working within an international, friendly team that truly values your contribution.
- Brilliant culture and informal, come-as-you-are dress code.
- Healthy work-life balance.
- €1000 training budget per year to keep you sharp and in tune with trends.
- €500 travel budget to visit your colleagues in Amsterdam.
- €200 Home Office setup budget to make your remote work more convenient.
- MacBook + displays, alongside all the tools you need to succeed.
- Travel reimbursement, and Wellness perks.
- Fitness card (Medicover Sport).
- Private health care (LuxMed).
- Annual bonus based on company performance.
Recruitee develops innovative collaborative hiring software to help companies hire better together.
We’re headquartered in Amsterdam with offices in Poznan, Wroclaw, and New York! Our international team just crossed 200+ happy employees of 25+ different nationalities. We are proud of our humble beginnings that have now transformed into rocketing growth with 4500 much-loved customers worldwide, and we are not stopping here.
Have we caught your attention? ⚡️
Recruitee is an Equal Opportunity Employer. We celebrate diversity and welcome applications from underrepresented groups and encourage people of all backgrounds to apply. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, neurodiversity, or status as an individual with a disability.