Customer Service lead a.i.

Over onze klant

Our client is a dynamic B2B SaaS scale-up in the Telecommunications industry. They are known for delivering reliable, customer-centric solutions and prioritise strong support operations.

Functie

In this role as Customer Service lead a.i. you will:

• Own weekly capacity and coverage planning across languages, channels, and time zones.
• Reallocate resources in real time based on volume shifts, leave, or sickness.
• Maintain key CX KPIs including response times (
• Support onboarding of new customer support agents to ensure fast ramp-up.
• Manage and optimise Zendesk and Aircall operations, ensuring reporting accuracy and continuity.
• Provide hands-on leadership to a largely junior team, offering coaching and stability during peak season.
• Handle escalations and ensure timely, professional resolution of complex issues.
• Document processes, risks, and ongoing initiatives to ensure a seamless handover to the permanent hire.

Profiel

Requirements for this Customer Service lead a.i. role:

• Immediate availability.
• 3+ years' experience leading customer support teams (~15 FTE), with full operational accountability.
• Hands-on expertise with Zendesk and Aircall (or similar tools), including configuration and reporting.
• Strong capacity planning experience, with the ability to adjust staffing in real time.
• Proven ability to lead calmly under pressure, particularly during high-volume periods.
• Excellent communication skills and fluency in English.
• Ability to work on-site in Utrecht.

• Start date ASAP
• 3-4 months contract
• Hybrid
• 4-5 days per week