Team Lead Support DACH
Coming to the office in your sneakers, working together with amazing colleagues and staying late at the bar on Fridays?👟 Our chill work energy is already one good reason to apply, but at our Technical Support department you can also learn a lot about E-commerce and IT. ⭐At Channable you can enjoy the informal start-up vibe but you’re also part of a professional and globally growing company. Channable started only 9 years ago and in that short time we’ve become a market leader in the Benelux while growing our diverse team to more than 250 enthusiastic colleagues.🧑🤝🧑
Has it ever happened to you that the customer service was so good, you fall in love ❤️ with the brand and recommended them? This is what our technical support department is all about.
Our technical support team consists of over 55 young professionals and students. At support we are always there for all our customers with all their questions regarding our tool. Because we like to help our customers in their preferred language, we have several teams. You will be in charge of our 2nd biggest market: DACH (Germany, Austria and Switzerland).
As a team lead you’ll inspire, coach and train a team of 9 technical support professionals with different experience levels. You will be responsible that the daily support-tasks are performed efficiently, focus on the KPI’s and you recognize the most important issues in an instant. Next to that you, together with the other 4 team leads, will help guide the whole Support team with technical aspects and matters regarding our tool.
Monitoring and improving team goals and metrics such as CSAT, ticket SLAs (first and next reply time), call SLAs (missed calls %) etc. to keep them at our high standard;
Ensuring that the team is following established procedures and best practices and continuously improving processes to increase efficiency and effectiveness;
Managing and supporting a bigger team including hiring and onboarding new talents, coaching them and providing feedback on performance;
Acting as a point of escalation for (complex) technical issues or customer complaints in collaboration with our Senior Support agents and other teams;
Collaborating with other teams and departments such as Sales, Customer Success and Integrations / Development to improve overall customer experience and drive growth;
Staying up-to-date with the latest technologies, products and services to ensure that the team has the necessary knowledge and skills to provide high-quality support;
Besides all this you continuously think about how to improve our support team.
Your journey at Channable
First 3 months
The first 3 months will be a combination of getting to know our tool, our customers and your team:
You’ll start by following an extensive onboarding training to learn the basics about the Channable tool
In order for you to understand our business, market, customers and your team you will work along the team itself to help with fixing the different technical issues our customers encounter
Meet with your team members to get to know them and their individual strengths, weaknesses, and areas of focus
After 6 months
After 6 months you feel more confident in your knowledge about Channable, our tool and our customers. You’ll start investigating:
Based on your own experience in the first 3 months you’ll review the team's current processes and identify areas for improvement
Together with our Quality Specialist you look for patterns in the types of support requests we receive; is there anything in there to reduce incoming tickets?
After 8 months
Now it’s time to bring everything together and create focus points and a plan for the coming period:
You will bring up some areas for improvement during the weekly Support management meeting, including concrete ideas and a plan on how we should address them. This all with our end goal in mind: working in a more efficient way and increasing our customer satisfaction.
Who are you?
You have a positive mindset; you can motivate our team with your fun and inspiring personality. In our continuously growing team you can move agile. A lot of things happen at the same time, so you can keep your head cool and are flexible under changing circumstances. Of course you work comfortably in an international environment. Because our customers have a lot of technical questions regarding our tool, it is important that you have affinity with that. More practically we are looking for someone who:
3+ years experience in a team lead function;
Experience in working with customers, preferably in a technical environment;
Have a bachelor’s or master’s degree;
Strategic thinker, but with a hands-on attitude;
Good communication skills;
Energetic, independent, and with a positive attitude;
Professional level of English language;
Mastery of the German language is a big plus;
Are available for at least 4 days a week (32hours);
Live in (or close to) Utrecht, or willing to move.
Who are we?
Channable was founded 9 years ago in the heart of Utrecht. We are now a strong team of +250 diverse individuals, more than 30 nationalities, a brand new HQ in Utrecht, serving customers all over the globe, and operating from other offices including New York, and Berlin.
Joining Channable means you’re looking for a bit more than just a job. We like spending time with each other. Be that in the office, our Channabar, or in one of our internal chats. We’re open minded and down-to-earth people. We’re super proud that everyone adds their own special spice to Channable’s culture. Diverse as we are, we all share our love for growth, to help, to take ownership, and create an awesome journey together. Feel free to take a further look at who we are here and on our Instagram, Facebook or Linkedin!
What do we do?
Channable is a fast-growing B2B SaaS platform that offers a fully integrated way to market your products online. We empower marketers and online businesses to manage, scale, and optimize their marketing.
What do we offer?
The salary range based on 40 hours is between gross €3.940 - €4.500 within a clear career & salary structure 💸💸
Excellent training and onboarding to get to know the tool, our processes, and your colleagues. 😎 After that, you’ll get the trust and responsibility to show what you got. Your buddy will support you throughout the whole onboarding. ✌️
Work for a supportive company of +250 international employees! 🙌 🧑🤝🧑We have an open culture and 'flat' organization where everyone genuinely enjoys helping each other 🤗🎉
The freedom to tailor make your own responsibilities and working schedule 💥
The space to come up with your own ideas and implement them 💜🌟
To work in a beautiful historic and fully renovated office in the heart of Utrecht 🏡 & with a flexible hybrid working policy of ( 2 days in the office).✨
Since you can work from home, we will provide home office supplies🖥️⌨️
26 vacation days + 2 reload days 🍭 based on 40 hours;
We offer a 3-week-long workcation🍹And an extra 3 weeks on top of that if you're an expat living in the Netherlands and want to visit friends and family.
Company-wide bonus 💰
Stock Appreciation Rights: eligible employees can get financial profit from Channable success
Having flexible working hours means starting your day between 8.00 - 10.00 am🕰️
We want you to be fit - please feel free to use our discounted OneFit subscription.👟🚴On the other hand, you have free & anonymous access to the OpenUp platform and psychologists ☮️
Annual L&D budget of €1000. You can take a great advantage to #grow professionally. 📚
Traveling to our office? No problem, we got you covered🚆
Saving for old age - yes, we provide you 5% of your monthly base salary
Channaweekend (yes, we go abroad in June 23-25 2023 for a long weekend with all the colleagues from all over the world 💜🔥)
Additional working conditions like great lunch, massages, in-office bar (Channabar), parties, yoga lessons, sports teams, video games, and many more! 💕👌
How can you introduce yourself to us?
Are you interested? Please apply by clicking on the "apply now" button below. Please send your application in English. If it's a match, Judit will get in touch with you for an introduction call. After that, you'll be invited at least 2 round of interviews.
Please note that all the applications will be reviewed on Friday (12th May), and after that Judit will be in touch to provide feedback to you.
1. Application deadline: 12th May, Friday, 11.00 CEST
2. Phone screening stage: Between 15th-17th May (Monday-Wednesday)
3. Interviews: Due to holidays, the first interviews will be scheduled after 29th May (Monday)
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