Team Lead Customer Support
Are you an experienced leader with a passion for customer satisfaction and team management? As a Team Lead Customer Support for Central Operations, you will be the driving force behind the performance of our Intercom Support team. In this role, you will work alongside your team in a 24/7 environment, coordinating, coaching, and developing your team members to ensure they provide the best possible support, including handling and escalating incidents reported by both club members and staff.
Your responsibilities will be:
- Leading, coaching, and managing a team of Intercom agents
- Distributing the workload and ensuring KPIs like 'time to respond' and 'handle time' are met
- Handling escalations and supporting your team in resolving complex customer and club-related issues
- Monitoring and improving the quality of customer interactions through feedback and coaching
- Managing performance reviews, development plans, and addressing HR-related matters
- Managing and escalating incidents reported from clubs, by both members and staff
- Taking a proactive role in improving workflows and operational efficiency
About 30% of your time will be spent handling intercom requests and club incident reports yourself, keeping you closely connected to the team's challenges and daily work.
We ask:
We're looking for a motivated and hands-on leader who can thrive in a fast-paced, 24/7 environment. You'll need strong organizational skills and the ability to manage and motivate a team.
Furthermore, we're asking:
- Proven experience in a leadership role, preferably within customer support
- Strong knowledge of customer service workflows and tools, ideally Intercom
- Excellent communication and coaching skills
- Ability to work in 24/7 shifts and manage a team in such an environment
- A solution-oriented mindset with the ability to handle escalations effectively
About us:
Basic-Fit is the number one low-cost high-value fitness brand in Europe. We are determined to make fitness accessible to everyone and a habit people love. Together with our orange team, we deliver affordable fitness solutions at 1500+ clubs across Europe, to over 4.1 million members combining our straightforward membership model with top-notch fitness technologies. However, where we are today is just the beginning. In the next years, we aim to further professionalize and continue our growth. We move fast like a start-up, whilst making use of our strong corporate backbone. Our company values can already be found in our name: B(Be), A(Accessible), S(Smart), I(Inclusive), C(Committed).
Are you curious, entrepreneurial, practical, and do you have a playful demeanor? Basic-Fit is the right place for you. Please feel invited to grow with us, to make an impact and to share our mission. Welcome to the Orange Community.