Team Lead Support

Has it ever happened to you that the customer service was so good, you fell in love ❤️ with the brand and recommended them? That is exactly what we aim for in our Support team - turning technical excellence into customer love! We’re looking for a Team Lead to manage one of our Support teams. You’ll be part of our group of six Support Team Leads, working closely together to ensure our international team delivers fast, high-quality support – with a human touch.

In Support, you’ll dive deep into eCommerce and SaaS, solving real technical challenges every day. You’ll work in a hybrid setup from our HQ in Utrecht, surrounded by curious, driven colleagues – and yes, the Friday drinks at our office bar are a thing 🍻.

Your job

The Support department consists of ~50 professionals, including 5 Team Leads and the Head of Support. As Team Lead Support, you’ll lead a group of technical Support agents (team size to be defined, as we are currently redistributing responsibilities). Your team will support our customers across multiple markets and languages – from onboarding to troubleshooting complex technical questions.

Your mission is to ensure our growing customer base gets value out of our products by leading a team that delivers high-quality, fast and cost-efficient support. You drive performance, team development and create a learning loop that improves our tool, service and business – so we prevent future tickets, not just resolve them.

You’ll be responsible for the day-to-day operations of your team, from coaching and goal-setting to handling escalations and optimizing workflows. At the same time, you’ll play an active role in shaping our support strategy as we scale, working closely with the other Team Leads and departments like Customer Success, Sales, Integrations and Product.

Your challenges

As Team Lead Support, your focus is clear: delivering a frictionless support experience for our customers while creating an environment where your team can thrive. You do this by:

• Leading your Support team – creating a high-performing and engaged team by hiring, coaching, assessing, growing, and offboarding. You facilitate regular 1:1s, team meetings and continuously improve internal structure and ways of working.
• Monitoring, reporting & forecasting – giving your team and leadership a clear view on daily performance, trends and priorities, and ensuring the team’s capacity is aligned with the daily workload. You keep a close eye on essential metrics such as CSAT, ticket SLAs (First Reply Time, Total Resolution Time) and call SLAs (e.g. missed call rate) to ensure we maintain a high standard of support as we scale.
• Leading quality reviews (IQS) – you conduct regular quality assessments and calibration sessions to drive learning, consistency and high service standards across your team.
• Stepping into critical or complex support cases – whether it’s a technical challenge or a sensitive customer situation. You collaborate with Support agents and other teams to ensure timely and effective resolution. By taking ownership you build credibility and reinforce customer trust – not just by fixing the issue, but by showing we truly understand and care about their business needs.
• Staying close to the product – making sure you and your team stay up to date with the tool, new features and customer use cases, so we can provide high-quality, relevant support at all times.
• Preventing tickets and being the Voice of the Customer – sharing recurring issues and insights across departments to improve our tool, service and the overall customer journey. You work closely with Product, Engineering, Integrations and Customer Education to increase self-service and scalable support (e.g. Help Center, Channacademy).
• Optimizing customer life cycle and Support processes – always looking for ways to increase efficiency, consistency and customer satisfaction. You contribute to both department and company-wide OKRs, making sure Support plays a key role as we scale.

What success looks like?

• Your team hits core KPIs: >10 closed queries/day per FTE, <5% missed calls, >90% CSAT, >95% SLA compliance.
• IQS consistently above 80%, with actionable feedback loops.
• Team engagement is high (eNPS 40+), with clear development plans in place.
• Support insights are proactively shared and drive tool & service improvements.

Who are you?

You’re an energetic and inspiring leader with at least 3 years of experience managing people. You’re passionate about helping others grow and thrive in their roles. You lead with empathy, communicate clearly and enjoy creating a strong team culture where collaboration comes before individual success.

In a fast-paced, ever-evolving SaaS scale-up like Channable, you thrive on bringing structure and focus. You’re adaptable and open to change – not just accepting it, but using it to drive improvement. You understand that new releases, shifting priorities and evolving customer needs are part of the job, and you help your team stay confident and capable through those changes. You think strategically, but you’re also hands-on and not afraid to roll up your sleeves. You stay cool under pressure, bring clarity in busy moments and know when to escalate or step in to move things forward.

Because our customers come to us with complex technical questions, you have a natural curiosity and an affinity with technology. You don’t need to code, but you feel confident diving into our product features and understanding how customers use them. You're also used to working in international environments and understand the nuance of leading across cultures and languages.

You understand that great support is about more than solving issues – it’s about building trust and delivering an experience customers love. You know how to balance customer needs with team well-being and business goals, ensuring we grow sustainably and with heart.

You’re excited about this opportunity if you:

• Have experience in a people management role, ideally in a technical support or SaaS environment
• Know how to balance customer impacts, team dynamic and strategic goals
• Enjoy working in a scale-up atmosphere with lots of opportunity to shape and improve how things are done
• Are independent, positive and proactive in your approach
• Communicate with ease in English (C1) and one of the following languages: Dutch, German, French, Spanish or Italian
• Are available for at least 4 days/week (32 hours) and can join us in our Utrecht office at least 2 days/week

Who are we?

Being part of our team means working with diverse and fun people who trust and help you along the way. Channable was founded in 2014 in the heart of Utrecht. We are now a strong team of 350+ diverse individuals, representing more than 40 nationalities, and a brand new and vibrant HQ in Utrecht, serving customers all over the globe. We're also operating from other offices including New York City, Berlin, and Aarhus.

Joining Channable means you’re looking for a bit more than just a job. We like spending time with each other – in the office, at our Channabar, or in one of our internal chats. We’re open-minded and down-to-earth people. We’re super proud that everyone adds their own special spice to Channable’s culture. Diverse as we are, we all share our love for growth, to help, to take ownership, and to create an awesome journey together.

What do we do?

Channable is a fast-growing B2B SaaS platform that offers a fully integrated way to market your products online. We empower marketers and online businesses to manage, scale, and optimize their marketing.

What do we offer?

• The base salary is gross between €3.515 and €4.461 per month based on a 40-hour workweek. The salary is determined based on experience.
• 8% holiday allowance – 8% of your yearly salary, which is paid together with the May salary.
• Company-wide bonus – up to 10% of your annual salary, determined yearly by our founders based on financial planning and targets.
• Stock Appreciation Rights: you will get financial profit from Channable's success.
• Annual L&D budget of €1,000 to spend on anything you want to learn. You can take full advantage of this to grow professionally.
• As a Team Lead, you'll receive free, personalized 1-on-1 coaching sessions from our certified Internal Leadership Coach, Tim van Lindenberg. Tim's programs are designed to enhance your self-awareness and empower you to lead more authentically and effectively.
• Saving for old age – we have a saving scheme for old age which can accrue up to 5% of your monthly salary.
• Traveling to our office? No problem, we got you covered (NS Business Card, or €0,23 per km if you decide to use a different means of transport) 🚆
• Work in a beautiful historic and fully renovated office in the heart of Utrecht & with a flexible hybrid working policy of minimum 2 days in the office 🏡
• Since you can work from home, we will provide home office supplies 🖥️⌨️
• 26 vacation days + 2 reload days based on 40 hours
• We offer a 3-week-long workcation; and an additional 3 weeks, if you live as an expat in the Netherlands! 🍹
• Flexible working hours – start your day between 8.00 - 10.00 am 🕰️
• Discounted Urban Sports Club subscription to help you feel good
• Free & anonymous access to the OpenUp platform and psychologists. This free service is also available to your family members.
• 5 weeks of 100% paid partner leave for new parents
• Fresh meals prepared by our Chef and Commis Chef Monday to Thursday, catering to all dietary needs – including vegan, vegetarian, and gluten-free – to keep our team fueled and inspired!
• Channaweekend (yes, in 2026 we go for a long weekend with all our colleagues from all over the world 💜🔥)
• Additional working conditions like massages, in-office bar (Channabar), parties, sports teams (even personal training sessions at our Channagym), video games, and many more!