Support Lead

“Come as you are”

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

Your Opportunity

Hypernode is growing — and our Customer Support team is growing accordingly. We are looking for an experienced Team Lead Customer Support who takes ownership of our support structure and brings the team to the next level of maturity.

This is a role for a true builder — someone who thrives on creating structure in a dynamic environment, and who understands that excellent customer service starts with a well-organised and motivated team.

You will have the space and the mandate to further develop our existing framework, ensuring scalability and consistency — for our customers and for the team.

What does your day look like?

Together with a driven team that is ready for the next step, you’ll shape what the support organisation is moving towards. The freedom to build, experiment, and leave your mark.

• Take ownership of the support structure and processes — building clear escalation paths, so every team member knows exactly what to do in any situation.

• Define urgency levels and corresponding processes: from immediate resolution to structured escalation to tier 2 and beyond, including clear communication to the customer about timelines and expectations.

• Set clear frameworks for how internal teams collaborate with support — transparent, workable, and easy to understand for everyone.

• Activate and embed the existing performance cycle: setting goals together with each team member, monitoring progress throughout the year, and ensuring everyone knows where they are headed.

• Actively invest in the development of your team members — stimulating growth through training, coaching, and personal development plans.

• Manage and optimize the day-to-day operations of the support team and report based on data and statistics.

• You are the voice of our partners & customers towards management and challenging Hypernode on opportunities to improve customer experience and service quality.

• Manage the escalation process for critical incidents on our hosting platform and actively monitor platform health.

• Structure and manage the Hypernode on-call service and ensure continuous improvement with our NOC team, as well as our on-call members.

• Take ownership of recruiting and selecting new team members.

Your Profile

• You have a strong affinity with IT and web hosting in particular.

• You have experience with business-critical services and the urgency that comes along with these environments.

• You maintain oversight under pressure and translate complex situations into concrete actions.

• You have at least 2 years of experience as a customer support manager, preferably in a hosting or e-commerce environment.

• You are a strong people manager. You know how to motivate, coach, and bring out the best in people.

• You bring demonstrable experience in building processes and frameworks: you have created a structure where it was lacking and continuously improved it.

• You are a confident discussion partner for internal stakeholders and know how to manage expectations constructively — both internally and externally.

• You communicate clearly and confidently, both verbally and in writing, in Dutch and English.

• You are analytically minded and make decisions based on data.

• Preference for in-person collaboration in our Arnhem office