Team Leader – Customer Support

🔥 10 minutes ago

🌐 Netherlands, Poland – Remote

🇳🇱 Netherlands – Remote 🇵🇱 Poland – Remote

💵 €149.1k - €177.8k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Unit4

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1980

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

Enterprise • SaaS • Artificial Intelligence

Unit4 is a company that develops and delivers cloud-based enterprise software solutions focused on ERP, HCM, FP&A, Financial Management, and S2C. The solutions are designed to enhance productivity and collaboration within organizations, specifically tailored for people-centered and service-focused institutions like Professional Services, Public Sector, Nonprofit, and Higher Education. Unit4's platform integrates AI to optimize operations across finance, HR, and project management, aiming to improve user experience and organizational agility. Their solutions cater to roles such as CFOs, CHROs, and CIOs, providing them with the tools to drive strategic outcomes, performance, and adaptability within their organizations.

📋 Description

• Lead and guide the customer support team • Motivate, coach, and develop team members • Prioritize support cases according to agreed parameters • Own customer escalations, resolve issues, and perform root cause analysis • Monitor and report team performance; identify improvements and implement corrective actions • Conduct 1:1 reviews and support personal development plans • Oversee monthly and annual performance reviews • Manage outstanding and aged customer support cases with current resolution plans • Plan and manage team resources against forecasted demand • Lead or participate in hiring, onboarding, and induction • Collaborate across teams to resolve cross-functional customer issues • Participate in initiatives supporting Unit4's transition to a SaaS company • Promote continuous improvement and measure success • Drive SLA and KPI achievement using SMART objectives • Ensure compliance with company policies, procedures, ISO/BS standards, and information security requirements

🎯 Requirements

• Experience in leading a geographically segregated team with demanding work schedules • Previous experience as a Team Leader or Manager in a SaaS software business desirable • Ability to interact and build relationships with people at all levels • Ability to manage multiple priorities • Excellent data reporting, presentation, and communication skills • Clear focus on customers, performance, and results • High level of initiative and responsibility; self-reliant action • Excellent knowledge and grasp of the Customer Support Process • Knowledge of Unit4 Financials by Coda product is an asset • Knowledge or experience with ServiceNow • ITIL knowledge • May require security clearance and background checks for customer projects and access to sensitive customer data • Must comply with applicable right-to-work and security-check requirements

🏖️ Benefits

• Flexible Leave Paid Time Off policy • Remote working opportunities • Global Wellbeing Days • Growth opportunities, tools, and guidance • Talented colleagues, role models, and mentors • Sustainability initiatives, including Environmental, Social, and Governance strategy and Act4Good programme • Safe and inclusive working environment • Employee Resource Groups open to all