Customer Support Team Lead

Customer Support Team Lead Opportunity

About us

Rentman is a B2B SaaS scaleup building smart, powerful resource management software for event and production teams. Our users plan everything from small shoots to massive festivals in 70+ countries - and they all rely on Rentman to keep their gear, people, and timing perfectly in sync.

We’re based in Utrecht (NL) with a second office in Toronto (CA), and our team includes 100+ people from 30+ nationalities. We work in English, and our culture is open, inclusive, and flat — built on curiosity, ownership, and the freedom to challenge ideas.

Mission of this role

As a Customer Support Team Lead, you’ll be the driving force behind our support operations at Rentman.

In this role, you’ll make a real impact by empowering the team to deliver fast, high-quality support—especially during peak times. You’ll take the lead in creating efficient team schedules to ensure smooth handling of customer interactions, and optimize our support tools. With your leadership, organization, and commitment to continuous improvement, you’ll help elevate the customer experience and play a key role in Rentman’s growth.

What you'll do

• Own team scheduling by creating efficient, well-balanced rotas that ensure smooth handling of customer interactions across channels and time zones
• Continuously optimize support tooling like Zendesk and Aircall, enabling the team to work more efficiently and deliver exceptional customer experiences
• Design and manage impactful training programs that maintain and elevate the quality of support
• Support the team’s growth, development, and confidence, helping them excel in their roles and deliver outstanding customer experiences
• Promote operational excellence by identifying opportunities to streamline workflows, enhance productivity, and support a culture of continuous improvement

What makes a successful Customer Support Team Lead

• Experience in leading customer support teams, achieving key support metrics, and driving operational excellence
• Fluent in using and optimizing customer support tools to enhance team productivity and improve customer experiences
• Proven experience in people management within a customer support environment, guiding teams to success while maintaining a positive, high-performing culture

Bonus points for

• Experience in a Tech SaaS environment, understanding the unique needs of supporting tech-driven products and services
• Familiarity with implementing AI technologies in a support environment to streamline processes and improve efficiency
• Strong analytical skills with the ability to leverage customer support insights and analytics to drive continuous improvements and refine strategies

What you’ll get

• An ambitious, inclusive, diverse international team
• Competitive salary (+8% holiday benefit), based on experience
• A “13th month” annual bonus based on company results
• 25 days of paid vacation, plus one extra day off each year up to your 5-year anniversary
• A paid 4-week sabbatical after 5 years to go on an adventure
• Flexible WFH policy & work from anywhere for 4 weeks a year
• A shiny Windows, Linux or Mac of your choice
• An annual training budget to boost your skill
• A pension plan via BrightPensioen
• Access to OpenUp for mental well-being and personal growth
• Sports activities (Rentman football team, squash and padel) and a Onefit fitness subscription
• An OV Business card if you live further than 10km away from the office
• A flexible and engaging work environment with free lunches, office perks (PS5, Ping Pong, D&D), legendary karaoke parties, and various team activities
• An amazing office in the heart of Utrecht, Netherlands, at the historical Drift 17

At Rentman, we celebrate diversity and are committed to creating an inclusive environment for all employees. We believe that our differences make us stronger and strive to foster a workplace where everyone feels valued and respected.