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 are 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 inquiries, evaluate business results; identify 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 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’ contributions.

  • 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

  • A 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, or 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

  • Health Insurance benefits

  • Pension (401k) benefits

  • Your very own VanMoof bike

  • Annually 15 PTO days, 6 Federal Holidays, and 5 Sick Days

  • Free Class Pass subscription

  • Discounts on various products and services via the ADP platform

  • Laptop, screens, and office equipment

  • Weekly lunch provided when in the office

  • Beverages, tasty coffee, and healthy snacks when in the office

About us

We’re obsessed with cities. So are our bikes. Truly city-proof, they shrink long commutes, scare off bike thieves, and amplify your pedal power.

We made it our mission to get the next billion on bikes. Join us on this journey.

Job descriptions are difficult to interpret. We understand you might not tick all the above boxes. The truth is, we don’t either. If you feel excited about our upcoming challenges, we encourage you to 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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