Izix

Customer Care Lead

Izix

full-time

Posted on:

Location Type: Hybrid

Location: Brussels • 🇧🇪 Belgium

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Job Level

Senior

Tech Stack

Cloud

About the role

  • Ensure the smooth adoption and ongoing use of our software solutions by our clients.
  • Support your team in resolving advanced or escalated cases.
  • Monitor and improve customer satisfaction through effective support strategies.
  • Ensure timely, high-quality responses to customer requests.
  • Hire, lead, mentor, and motivate a team of support agents across different markets and countries.
  • Provide ongoing coaching and guidance to foster professional growth.
  • Build a collaborative, customer-centric team culture.
  • Continuously assess and enhance support processes to boost efficiency and quality.
  • Identify and implement tools and technologies that streamline workflows.
  • Gather and analyze customer feedback to drive product and process improvements.
  • Collaborate cross-functionally with Product, Operations, and Engineering to resolve challenges.
  • Define and monitor KPIs for the support team.
  • Regularly review and report performance to leadership.
  • Take proactive actions to meet or exceed support targets.

Requirements

  • 3–5+ years of experience in customer support or service, ideally in a SaaS or tech environment.
  • Proven leadership or mentoring experience (team of ±3 people) and/or track record of managing and executing support projects.
  • Strong familiarity with support tools/CRMs (Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
  • Comfortable in a fast-paced, growth-driven environment with evolving priorities.
  • Excellent communication skills (verbal & written).
  • Strong leadership and people management abilities.
  • Analytical mindset: ability to monitor metrics (response time, CSAT, NPS) and identify trends.
  • Process- and quality-oriented: ensuring consistency and efficiency.
  • Deep customer empathy and solution-oriented approach.
  • Solid technical aptitude to collaborate with Product and Engineering.
  • Languages: English required; French and Dutch are a strong asset.
  • Bachelor’s degree (or equivalent) in Business, IT or a related field.
  • Experience in international or multilingual environments.
  • Familiarity with SaaS metrics (churn, adoption, retention).
  • Experience managing distributed teams across multiple regions.
Benefits
  • - A startup environment where everything is still being built – every win counts.
  • - A dynamic and tight-knit team that’s waiting for you to help conquer new horizons.
  • - A company culture based on trust and collaboration.
  • - Other perks: quarterly team buildings, flexibility (up to 2 days remote per week), Tuesday crossfit session, and the opportunity to have a real impact on the company’s growth.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportSaaSsupport toolsCRMsZendeskFreshdeskSalesforce Service CloudKPI monitoringSaaS metricstechnical aptitude
Soft skills
leadershipmentoringcommunicationpeople managementanalytical mindsetprocess-orientedquality-orientedcustomer empathysolution-orientedcollaboration
Certifications
Bachelor’s degree