Customer Care L1 & Operations Teamlead
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What You’ll Do
People & Leadership
- Lead, coach, and inspire the Level 1 Customer Care team.
- Set up personal growth and development plans in line with business needs.
- Hold regular 1:1 meetings to provide feedback, support well-being, and drive engagement.
- Define the strategic direction for workforce allocation together with the Customer Care manager— both on- and nearshore.
- Act as a role model within Customer Care and play a key role in the Customer Care Management Team (CCMT).
Operations & Processes
- Build a process-first culture aligned with ITIL principles.
- Define, implement, and maintain core processes such as Incident and P1 Incident Management and report on operational KPIs.
- Take ownership of internal CC tools (like Xurrent and Replicon) and ensure they support efficient workflows.
- Lead Continual Service Improvement (CSI) initiatives and report on key operational KPIs.
- Collaborate cross-functionally with other teams (CSMs, Services, Internal IT) to optimize performance and customer satisfaction.
Who You Are
- A people-focused leader who leads by example and inspires your team.
- Structured, pragmatic, and process-driven — chaos is not your thing.
- A clear communicator with a proactive mindset.
- Proactive and always looking for ways to improve processes, workflows, and team performance.
- Someone who knows how to balance operational efficiency with the needs of your team and businessgoals.
Our Offer
You will be working in an international environment with a strong innovative culture.
In addition to your salary, we offer a wide range of benefits: personal training budget of €4.500/year, company car & fuel card, bike leasing, Meal Vouchers, Ecocheques, a generous net allowance, Hospitalisation + Group + Travel Insurance, mobile phone membership, a collective bonus CAO 90 and 20 legal vacation days + 12 ADV days.
Want to know more? Hit that button below, come in for a coffee and have a chat with us.
- Flexible working hours and hybrid working
- A personal training budget of €4.500/year
- Clear paths for career growth
- A fun atmosphere with optional after-hours activities
- Daily free and fresh soup, fruit and drinks
- Easy accessible offices in Ghent and Antwerp
Nice to meet you
I'm your recruiter Marlies
Recruiter