Shift Leader - 24/7 Shifts (Haarlem)
The Department
We are looking for a Technical Support Shift Leader to join our offices in Haarlem in one of our shifts team.Our Technical Support Department (TSD) is part of the Customer Care organization and is the glue between our 1st and 3rd level operation teams. We have 7 teams, 2 purely working on a day shift and 5 other teams, in a rotating 24*7 shift.
What is the role about?
We are looking for a talented and passionate individual to join our company and lead the Customer Care department to greater heights! You will support and supervise a team of Customer Care representatives and Technical Engineers in providing the best service possible for our customers via email, chat, phone and our ticketing system. A background in the tech industry is favourable but what’s more important is that you understand what makes team members tick and what motivates them to grow and excel.
As a Shift Leader, you will be the contact point for all team members, so your communication skills should be excellent. You should also be able to act proactively to ensure smooth team operations and effective collaboration.
Ultimately, you should lead by setting a good example and engage the team to achieve goals and reach targets.
Key Responsibilities:
- Responsible for the output and performance of the Shift team during the shift
- Handle escalations raised by L1/L2 support, within an agreed timescale of SLA's
- Lower the amount of incidents and service requests
- Translate customer requests into viable working solutions
- Communicate expectations, assignments and responsibilities clearly and professionally
- Motivate and develop your team members
- Responsible for bringing the team to the next level
What we’re looking for:
- Minimum of two years’ experience in a team lead or similar job role
- Fluent English communication skills (oral & written)
- Ability to develop, implement and assess performance metrics
- A background or keen interest in the tech industry
- Excellent communication and leadership skills
Benefits include:
- Participation in annual company bonus scheme and company pension
- Internet allowance and travel allowance
- Working from home policy
- Lease bike plan
- 25 days of paid time off (and the option to buy or sell up to 5 more days)
- Free lunch, parking, and fresh fruit provided when in the office
- Access to the Leaseweb Academy, a personalized learning platform offering a variety of studies, (Dutch) courses, and trainings
- Fun events year-round – from virtual pub quizzes to summer parties, company runs, quarterly hackathons and much more
- Monthly after work drinks
- A multicultural work environment (our colleagues are from over 60 countries!) in a company where you can truly make a difference
Ready for the next step?
If you’d like to apply, please do so online. To learn more about us, follow us on LinkedIn or Instagram to get an inside look at life at Leaseweb. For questions, please reach out to Jana Reiss, Talent Acquisition Specialist, at: d.spyrou@global.leaseweb.com