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Customer Support Lead

Utrecht, Utrecht, NetherlandsCustomer Support

Job description

Join Us to Drive Sustained Success through Innovation and Change! 🚀

At ValueBlue, we firmly believe that innovation and change are the lifeblood of progress. We aim to enable organizations to achieve long-term success by making innovation and change core to their strategies. We specialize in Enterprise Architecture, and our platform, BlueDolphin, simplifies the process, enabling companies to transform rapidly in the right direction.

We called ourselves the Architects of Change! That has to do with the fact we're in an industry that is used to describe problems and promote insights, not actually put the action hat and change things for good. We not only diagnose problems but engineer solutions that actively shape the world for the better.

Why is this position your career's next step?

As a Customer Support Lead, you'll have an exciting opportunity to help us scale and expand our CS team and initiatives by delighting our customers across various industries. You'll play a pivotal role in elevating our support function to a proactive problem-solving machine, while also enhancing our international support presence and ensuring exceptional service delivery worldwide.

Some of the Responsibilities You'll Have

  • Take ownership of improving initiatives and process management within the CS department.
  • Conduct performance reviews and growth discussions with CS team members.
  • Drive the reporting of KPIs and OKRs for the CS department.
  • Respond to Level 1 and 2 support tickets, escalating issues as necessary to Level 3
  • Accurately track and document all incident information using Zendesk.
  • Serve as a primary communication point for our global customer base.
  • Utilize our Knowledge Base to expedite issue resolution.
  • Collaborate closely with Product Owners and Engineering teams to address customer needs.
  • Assist in implementing strategic initiatives to standardize and optimize our CS processes.

Job requirements

A strong candidate would fill most of the boxes below:

  • Prior experience in a Customer Support role within a SaaS company.
  • Experience supporting technical teams, such as engineering teams.
  • Familiarity with incident and process management methodologies like ITIL or ITSM.

Extra points on your application

  • Previous experience leading Customer Support teams.
  • Proficiency in Dutch (spoken and written) at an advanced level.
  • Proficiency in using web-based tools to streamline support processes.

Our hybrid work model includes weekly team days at the office (no mandatory office days). The comprehensive compensation package features stock options, a pension scheme, and individual and company-level bonuses, among other perks. Our benefits cover health insurance contributions, commuting costs, and more. We actively promote quarterly performance reviews and biannual career talks.

Join us in driving our success globally. Apply now!