Location
New York
Department
Customer Support
Employment type
Fulltime

Customer Support Team Lead


As our US Customer Support Team Leader, you’ll be the go-to person for our US Customer Support Agents for operational management and assistance in difficult cases. You’ll need a complete understanding of our product and the sky-high levels of service quality we need to deliver.

Exceeding customer expectations should be second nature to you, keeping a calm and focused demeanor at all times. You’ll monitor team performance, ensuring consistently high standards of customer service is provided and appropriate behaviours are displayed. In turn, you’ll create a team culture that delivers above and beyond for our customers, while escalating recurring issues to appropriate stakeholders. Having mastered all processes and information, you’ll be able to lead new initiatives to further improve, and generate innovative ways to impress and surprise our customers.

You’ll need to set clear team objectives, manage workloads, and create efficient schedules all to ensure KPIs are met. You’ll report to our US General Manager and our Head of Customer Support and liaise with colleagues across the company to keep improving our service proposition. You’ll become our riders’ biggest advocate, ensuring that feedback is provided to all necessary stakeholders around the globe.


What you’ll do 

  • Building and managing a high performance US Customer Support team, specialized in all aspects of customer support, service and consumer experience.

  • Coach and mentor team members to create a culture to deliver the highest standards of customer service to resolve customer enquiries, evaluating business results; identifying opportunities for improvement, growth and increased customer loyalty.

  • Escalates recurring issues from the team to the stakeholders.

  • Master all processes and information and lead initiatives to further improve on them.

  • Schedule and distribute tasks and projects within the team;

  • Proactively identify opportunities for behavioural improvements within the team, working with fellow team leaders.

  • Set clear objectives and ensure appropriate levels of engagement, feedback and development to continuously improve individuals' contribution.

  • Be an effective Change Manager, who knows how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviours.

What you’ll bring

  • 3+ years experience in a customer support role

  • 1+ years experience in leading and/or coaching a team

  • Clear understanding of excellent customer service

  • Proven experience growing and developing a professional team

  • Proactive, enthusiastic, and motivating personality

  • Excellent command of the English language, spoken and written (Spanish, Dutch, German, French, Japanese is a plus)

  • Great communication and problem-solving skills

  • Hands-on attitude not afraid of challenges

  • The ability to work under pressure, and adapt quickly to operational changes

  • Data driven and out-of-the-box mindset

What you’ll get

  • 15 paid holiday days for you to unwind
  • Your very own VanMoof bike (lend-lease)
  • Laptop, screens, and software tools
  • Insider experience in a rapidly-growing international company
  • Weekly lunch provided when in the office
  • Healthy snacks, tasty coffee (and lots of tea) when in the office
  • ClassPass credits
  • ADP health insurance (and other) benefits

Deadline for applying to this role is Monday the 11th of October at noon.

About us

We’re making it our mission to get the next billion on bikes. Truly city-proof, our rides shrink long commutes, scare off bike thieves, and amplify your pedal power. We’re riding the future together.

Job descriptions are difficult to interpret. We understand you might not tick all of the boxes above. The truth is, we don't either. If you feel excited about our upcoming challenges, go for it! Apply now.

Let us get to know you a bit better. We’ve also got a few additional questions for you.

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