Team Lead Customer Support (Saas)

Job description

Would you like lead the support team of our fast growing SaaS company? Do you like to challenge yourself, do you always put the customer first and do you believe in continuous improvement together with your team? Then continue on reading!


 About ValueBlue

ValueBlue brings Enterprise Architecture to the Agile age. With BlueDolphin (a SaaS platform) ValueBlue helps CIOs and Enterprise Architects to plan their transformation process, collaborate on execution and manage the transformation process based on actual data insights. As a Niche Player in Gartner’s Magic Quadrant for Enterprise Architecture Tools, ValueBlue is rapidly expanding in customer base as well as geographically.


BlueDolphin is a collaboration platform that coordinates all the information about business, IT and data for all the parties concerned. It enables organizations to manage the relationships and dependencies between the business strategy, projects and initiatives. BlueDolphin brings together the processes, data, applications and infrastructure that are inextricably linked throughout any organization.


As a company, ValueBlue stands for responsibility, the creation of customer value, inventiveness and empowerment. Our team wants to innovate – not just as colleagues but also as a client’s partner. They do this by working hard with a smile, by pro-actively dealing with everything that crosses their path, by continuously innovating and by giving each other great freedom and trusting each other.

Our platform BlueDolphin is trusted by mid-size and large enterprises like ABN AMRO Pensioenfonds, AS Watson, Randstad, Disney, the ANWB and the Rijksmuseum to help transform their business. To intensify relationships with these and other customers and to lead our scalable, reliable, and excellent support team that always focuses on customer success, ValueBlue is looking to hire a powerful, high-energy and result-driven Team Lead for the Support team.


What am I going to do?

As the Team Lead for Customer Support, you are the main point of contact for our customers and colleagues who are using BlueDolphin. Your job is crucial for customer satisfaction. In this position, you are responsible for identifying the customer's request and ultimately offering them the best solution. You do this by collaborating closely with our COO, the other colleagues on the support team and our partner company on a daily basis.

You will be the team lead for support who makes sure that this department will continue to excel in our fast-growing scale up company! For example, you will:

  • Align with your colleagues on how to improve our processes and knowledge;
  • Make sure we achieve our KPI's;
  • Expand our support department to better serve our international customers;
  • Improve the quality and timeliness of our services to meet our SLA's;
  • Improve the teams knowledge on all BlueDolphin related matters;
  • Make sure that nothing major happens on any customer account without our Consultants or Account managers knowing about it.

You will be working closely with our development and consultancy teams. Your input will help them to improve our solution BlueDolphin even further. On a daily basis, you will make sure the collaboration with other teams is as effective as possible and that we are able to scale the support team together with our growing customer base. In addition, you will stay in touch with our user base by handling all kinds of requests and resolving them, either yourself or by bringing them to the attention of the right colleagues.

At ValueBlue we always strive to improve our way of working and are very open to new ideas. You will be able to contribute greatly to the improvement of our support processes, which will directly impact our customers' experience.


Job requirements

What will make me successful in this role?

  • You are hands-on and lead your team from the front line: by also providing excellent direct support to our customers.
  • You are ambitious and ready for the next step in your career;

  • You have at least 2 years of experience leading a team;

  • You are communicatively strong and customer-oriented.

  • You understand the role IT plays within an organization.

  • You have strong analytical skills and you work in a structured and organized manner.

  • You go to great lengths to help both customers and colleagues and continuously strive to achieve the best results.

  • You recongize yourself in our values: you are responsible, entrepreneurial, inventive, you focus on customer value, you are honest and transparent and appreciate feedback.
  • You speak and write Dutch and English and are looking for a full time position.

 

What do I get in return?

  • Good salary based on knowledge and experience; 

  • Pension scheme;

  • Personal bonus;
  • Stock option programme;
  • Ability to work flexibly/from home; 

  • Company laptop and phone; 

  • Personal training opportunities; 

  • Pleasant and flexible working environment and an open work culture; 

  • An inclusive workplace where all ideas and opinions are valued.