Support Manager

You make sure the Support team performs at its best every day.

In a nutshell.

As Support Manager, you are responsible for both the daily performance of the Support team and for improving how Support operates. You ensure smooth day-to-day delivery, while also analysing results, improving procedures and translating insights into concrete actions. You are hands-on when needed and act as the specialist voice within the team.

The role.

Your primary responsibility is leading and developing a team of Support Agents and Second Line Specialists, helping them perform at their best through clear direction, coaching and feedback.

You’ll also take ownership of daily Support operations. From staffing and service levels to escalations and incidents, you make sure the team has what it needs to support our users effectively.

Beyond the daily operation, you’ll analyse performance, identify improvement opportunities and lead changes to processes, tools and ways of working. Together with the other Team Lead, you’ll help build a more efficient, consistent and scalable Support organisation.

You lead the Support team and make sure operations run effectively today, while improving Support for tomorrow.

• Coaching agents and managing performance, development and absence;
• Ensuring smooth daily operations, including staffing, service levels and backlog;
• Coordinating schedules and achieving at least 90% shift coverage;
• Managing escalations, incidents and complex user cases;
• Monitoring KPIs such as Support cost, APS (Agent Performance Score), eNPS, SLA, productivity and quality;
• Translating performance data and recurring problems into concrete actions;
• Leading improvements to processes, tooling, automation and ways of working;
• Supporting recruitment, onboarding, training and knowledge development;
• Ensuring consistent Support quality and collaborating with the other Team Lead and relevant departments.

Requirements.

• +2 years experience with leading a team within Support or Operations;
• A strong people leader who coaches effectively, gives clear feedback and improves performance;
• Analytical and confident using data to identify problems and make decisions;
• Able to balance daily operational priorities with longer-term improvements;
• A clear and collaborative communicator who creates understanding and team buy-in;
• Proactive, ownership-driven and comfortable making decisions in complex situations.

If you recognize the following competencies in yourself, you know what to do.

Deliverer

You set concrete goals and work agile to achieve them. Always on the hunt for improvements.

Problem-solver

You unravel problems with your analytical skills, and use creative thinking for the solution.

Communicator

You're a teamplayer and you know how to get people on board.

Decision-maker

You're very specialistic in your working field because of in-depth knowledge. You know how to gather all info for the right decision.

Leader

You're the go to person within the team for (specialistic) advice.

How you benefit.

• Sports lessons paid by Check 💪 FitCheck program
• Based on company performance 🤑 2 months Salary of Bonus
• Check Out Day once per 2 weeks 🧘‍♀️ When work allows
• To grow your competencies 🌱 €2000 learning budget
• With free lunch, drinks and play area ✨ An inspiring HQ
• And the option to upgrade to 1st class 💺 NS Businesscard
• Check Credits 🛵
• To travel the easiest way around town on bikes from Veloretti and Ride Out 🚲 Pon Discounts
• Our own Check's Chef 👩🏼‍🍳 For the best meals, coffee snacks & bites
• 40% discount for 3 close ones 💜 Friends & Family
• €50 Check Credits 🛵 no unlock fee and 20% discount on all trips
• Fully paid by Check ⛷️ Ski trip
• Workation 🌴 To work on company goals with high focus
• Unlimited mental support 🫶 at Empowr

About Check.

Check is a fast-growing shared mobility platform, providing the easiest way around town.

We do this by introducing new and smart forms of mobility. Our shared e-mopeds, cars and e-bikes are available in cities throughout The Netherlands.