Team Lead Customer Support - Benelux

What We Value in our Candidates

• Bachelor's degree in a related field (e.g., Business, Management) or equivalent work experience.

• Proven experience leading a Customer Support or similar customer-facing team.

• Strong people-management skills, with experience coaching, developing and motivating team members.

• A customer-centric mindset with a commitment to delivering an exceptional customer experience.

• Excellent communication skills in Dutch and English, both verbal and written, with the ability to interact effectively with customers and team members.

• Strong problem-solving skills and the ability to make decisions under pressure to resolve customer issues.

• Ability to adapt to changes in customer needs and industry trends.

• Analytical mindset with the ability to interpret data and use it to drive improvements in customer support operations.

What We Offer Besides Your Salary

Join our mission-driven organization, leading innovation in a dynamic international and ambitious environment. Take ownership, leverage your expertise, and make a meaningful impact while advancing your career.

• 8% Pension allowance paid monthly with the freedom to invest at your discretion.

• We believe you have to recharge too! This is why you are entitled to our ‘unlimited holiday policy’.

• All the technology and business tools to succeed.

• Daily varied and healthy food options for lunch, all for free. And of course drinks at our own Road bar. 

• Besides working on our mission together, we like to have fun and connect with social events and team-building activities.

• Personal training and development opportunities.

• Referral program.

• Headquarters located in one of the most dynamic and cosmopolitan cities in Europe: Amsterdam.

• Kilometer allowance, a business NS subscription or a bike subscription to make your commute to the office easy.

• Diverse and creative colleagues from every corner of the world.

More About Us

We believe in being open-minded and challenging ourselves to continuously strive for the best results. We are transitioning from start-up to scale-up which requires a more structured and process-driven approach to reach the next stage of our growth. As the world scales up to meet the EV charging demand, we’re ready for this once-in-a-century mobility revolution. Are you ready to help us grow and make EV charging effortless for everyone? Join our team of 125+ colleagues working in our Amsterdam HQ.

Our Values

Customer

Innovation

Community

Ownership

Communication

Focus

Want to know more about our company vision, culture or career growth opportunities? Have a look at our careers site https://careers.road.io/

About Road

Road is a fast-growing software company active in the dynamic electric driving (EV) market. We deliver the critical infrastructure that the EV charging ecosystem is built on. We do this through a purpose-built software platform supported by our unique expertise and world-class customer service. Road currently serves 20% of the Dutch market and we have firmly set our sights on repeating this success internationally. We exist at the intersection of cleantech and fintech and our mission is to make EV charging effortless for everyone.

About the Role

As Team Lead Customer Support, you'll take ownership of the day-to-day performance and development of our Customer Support team. You'll build an engaged and high-performing team through regular coaching, feedback and development, while driving service quality, managing escalations and continuously improving the way we support our customers. Using metrics such as customer satisfaction, response times, and NPS, you'll identify opportunities to improve both customer experience and operational performance. As Road continues to grow, you'll also play an important role in developing scalable support processes and collaborating across teams to improve the overall customer experience.

Your Responsibilities Include

Team Leadership

• Lead, coach and develop a team of Customer Support Specialists, creating a positive, collaborative and high-performing team environment.

Customer Issue Resolution

• Oversee the resolution of customer inquiries and concerns, working closely with the team to ensure timely and effective solutions while managing escalated issues and maintaining a high level of customer satisfaction.

Training & Development

• Set clear expectations, conduct regular performance conversations and identify individual and team development needs

Process Improvement

• Collaborate with cross-functional teams to identify and implement process improvements that streamline customer support workflows, improve issue resolution, and enhance the overall customer experience.

Quality Assurance

• Establish and maintain high-quality customer support standards through regular reviews of customer interactions, coaching, and training to ensure consistent service excellence.

Data Analysis

• Monitor customer support KPIs, service quality and customer feedback, translating insights into concrete improvement actions.

Cross-Functional Collaboration

• Work closely with other departments, such as Product Development and Marketing, to identify recurring customer challenges and improve the overall customer experience by ensuring a cohesive and customer-centric approach.