Customer Support Engineering Lead

At Effectory, we are building a scalable, data-driven Customer Support Engineering organization. As Team Lead, you will lead the team, improve support processes and tooling, and help deliver a high-quality support experience for customers and colleagues. You will combine people leadership with operational management and continuous improvement. Your focus will be on quality, efficiency, customer satisfaction and team development, including the smart use of automation, AI and self-service. What will you do? Lead and coach the Customer Support Engineering team, fostering a strong customer-first culture, collaboration and ownership. Conduct performance, development, absence and salary conversations, working closely with People & Culture on onboarding, development and wellbeing. Manage support KPIs such as SLA, CSAT, ticket volume, backlog, response time, resolution time and escalations. Advise on capacity planning and workload management and take corrective action when needed. Identify structural issues and improve ticket quality, intake, workflows, knowledge management and documentation. Drive automation, AI and self-service initiatives to reduce manual work. Translate support insights into improvement initiatives and input for the Product Roadmap. Work closely with Product, Engineering, Customer Success, PSC and Operations, sharing relevant customer insights and churn signals. Experience in Customer Support, Support Operations, SaaS or a similar operational environment. Customer-first mindset with a genuine passion for delivering outstanding customer experiences. Has affinity with leading, coaching and developing employee. Experience managing operational KPIs, such as SLA and CSAT. Experience with dashboards and data analysis. Experience with automation, AI, workflow optimization or self-service. An analytical and results-oriented approach. Strong stakeholder management and cross-functional collaboration skills. Experience with ticketing and support tools, such as Zendesk, HubSpot or similar platforms. Nice to have Experience in a growing SaaS organization. You do not need to meet every requirement. If you recognize yourself in the core of this role, we would love to hear from you. About Effectory Effectory is Europe's leading employee feedback solution. With our platform, HR and management collect employee feedback throughout the employee journey. This feedback is transformed into people analytics that informs strategies to boost productivity, engagement and retention. Built on 30 years' experience, our 200 specialists in Amsterdam and Munich support more than 1.200 organisations in 70+ countries. Now more than ever, HR is an integral part of business strategy - which is why our feedback solution is tailor-made for strategic HR. Our mission We are dedicated to improving the working world by giving employees a voice and making sure their feedback has an impact. Our experts work with HR teams and managers around the world, using employee feedbac