Customer Support Manager

We are looking for a motivated and experienced customer support manager to lead our customer support department.

Your opportunity👋🏻

The customer support manager will be responsible for driving superior customer support to Ecommerce agencies and merchants, through policies, procedures, and setting of goals. The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.


What your day will look like👌🏻
  • Managing the customer support department’s day-to-day operations.
  • Responding to escalated customer support issues.
  • Spokesperson and main contact during (and after) business critical
    incidents on our hosting platform.
  • Responsible for ensuring active follow up on platform health
  • Implementing and ensuring customer support processes to enhance
    customer satisfaction.
  • Formulating and revising customer support policies and ensuring their implementation.
  • Ensuring customer support is up to date with platform changes and
    product development.
  • Managing and assessing support statistics and preparing detailed
    reports on the findings.
  • Advocate data driven decision making.
  • Inform and challenge Hypernode management on (quick) wins to
    improve customer experience and overall quality of support
  • Interviewing and hiring new employees.
  • Overseeing and evaluating the team’s ongoing training efforts.
  • Delivering performance evaluations and following the disciplinary
    process according to company policy.
What you have👍🏻
  • Higher professional education.
  • Proven experience (+ 2 years) as a customer support manager,
    preferably within the hosting or E-commerce environment.
  • Proven experience on change management.
  • Prior experience in a managerial or supervisory role.
  • Exceptional communication skills both verbally and in writing, in Dutch and in English.
  • Does not shy away from high pressure situations.
  • Well-developed arbitration skills with the ability to remain impartial.
  • Capable of abstract reasoning and looking at the bigger picture.
What’s in it for you🤛🏻

Check benefits for at least 9 reasons to work with us.

Hybrid Working

At NL you work at home or from another workspace. Once a week you will work at our Amsterdam office in consultation with your team. The second day at the office you can choose yourself.


Do you recognize yourself in the profile above? Then apply quickly and mail your CV / any questions using our contact form 🙂 .