Customer en Sales Support Team Lead

As a Customer en Sales Support Team Lead, you will lead the new Lease a Bike Expert team, consisting of 7 employees. Recently, the second-line Customer Support team and the Sales Support team were merged into one powerful expert team, each with their own expertise. The common denominator is that they all handle complex customer cases and/or have sensitive customer contact. Because these two disciplines come together under your leadership, you play a key role in building one cohesive team, creating synergy, and efficiently aligning mutual processes. In this role, you report to the Customer Care Manager.

The focus of this role lies on achieving our service level within the expert team, based on KPIs. You are therefore responsible for the daily execution of this team; you ensure the foundation is in place, ensure consistency, and encourage the team to proactively identify structural bottlenecks in processes or systems. With your affinity for data, you will extract valuable insights from our ticketing system, identify trends, and translate these into concrete improvement proposals to lift our service level to an even higher level.

As a manager, you are the first point of contact for HR matters and the personal development of your employees. You guide them in their growth, ensure the quality of work based on shared requirements, and create a safe, open working atmosphere in which ownership is encouraged.

• 2nd line Customer Support: Takes charge of complex and urgent customer inquiries, including service, damage warranty, and related questions. They handle escalations/complex cases forwarded by the 1st line support team, via email and outbound telephony. They de-escalate and act as a substantive point of reference for colleagues.

• Sales Support: Forms the crucial link in the onboarding and contract process for employers and ensures that employees within existing clients (employers) can continue leasing without issues. They manage budgets, contracts, and powers of attorney, and ensure smooth cooperation with customers, the leasing company, and internal teams.

• At least HBO (higher professional education) level of working and thinking;

• Demonstrable experience in managing a team, enthusiastic about building a real team from this new team;

• Experience in providing constructive substantive feedback and coaching employees;

• Understanding of both the commercial-administrative side (contracts, budgets, onboarding) and the complex service side (de-escalation, review management);

• Clear, empathetic, and communicatively strong, also in difficult conversations;

• Analytical and proactive: you see challenges as opportunities to design processes more efficiently;

• You work independently, maintain an overview, and set strict priorities in a dynamic environment.

• A salary between € 4,000 and € 4,500 gross per month (depending on experience, your role falls within scale 7);

• Ample individual choice budget: 20 statutory vacation days + 8 non-statutory vacation days, 6 ATV days, 8% holiday allowance, 13th month, and annual profit sharing;

• Flexible workplace including laptop and phone;

• The possibility to purchase or lease a brand-new lease bike (Pon brand) with an attractive employer contribution;

• Healthy lunch at the office in Amersfoort;

• Home office facilities + net allowance per home office day;

• Attractive pension scheme (Lease a Bike contributes 20%);

• Access to training via Pon and StudyTube;

• A dream role in which you truly make an impact within a young, energetic, and ambitious team!