Customer Support Team Leader

Following the recent acquisition of TIE Kinetix, a Netherlands-based company with 36 years of EDI and e-invoicing experience, SPS Commerce is seeking a Customer Support Team Leader to join our team in the Netherlands. If you have strong technical support experience in a SaaS environment, a thorough understanding of support processes, and the ability to lead and motivate a multi-country group of support analysts, this job offers you some great opportunities. As Team Leader, you will:

• Lead, motivate, and integrate three teams located in the Netherlands, France, and Germany, to build an aligned European team. 
• Gain or add to your leadership skills and international experience by working with team members in person and remotely.
• Gain a broad understanding of our company and products (SaaS, EDI and E-Invoicing) as you work with customers and mentor support team members.
• Join an experienced and welcoming team (some have been with us for decades) in an open and friendly environment and enjoy the convenience of a hybrid work arrangement.
• Earn a competitive salary, 8% holiday allowance, a company laptop and comprehensive benefits.

Does this sound like you?

• You can create a team-oriented culture where members from different areas are aligned and processes are integrated
• You can achieve results through a collaborative approach with stakeholders, but also remain willing to be assertive as necessary
• working with your team to ensure demands are met and service remains exemplary
• You keep an eye out for potential process improvements

About SPS Commerce

SPS Commerce is the world's leading retail network, connecting trading partners around the globe to optimize supply chain operations for all retail partners. We support data-driven partnerships with innovative cloud technology, customer-obsessed service and accessible experts.

SPS Commerce has achieved 93 consecutive quarters of revenue growth and is headquartered in Minneapolis. SPS Commerce recently acquired TIE Kinetix, a Netherlands-based company with 36 years of EDI and e-invoicing experience, and approximately 1,200 customers across the Netherlands, France, Germany, and the United States.

Why SPS?

We solve retail supply chain problems by cutting through inefficiency with innovation and automation. At SPS we empower retailers, suppliers, distributors, grocers and logistics partners to work better together with our people, our process and our tech products.

We have the world’s largest retail network, and we don’t just lead the industry, we are the industry. At SPS, we believe every employee makes a difference. We ensure employees have the tools, resources, and training to explore new ideas and execute them.  Our success comes from playing as a team and always playing to win. Careers don’t just grow here, they’re made here.

Day to Day

Reporting to the Manager of Customer Operations, as Support Team Leader, you will be based in Breukelen and lead the European Support team, including 6 or 7 support analysts working in the Netherlands, France, and Germany. Each team has been managed locally in the past, but you will join us as we integrate the local teams into one European team that works cohesively in process and approach. You'll be key to ensuring a smooth integration. You'll lead European team meetings, share knowledge across regions, and ensure the team follows best practices, understands SLAs, and that members have the training and drive needed to excel. As part of your specific duties, you will:

• Manage people and review the performance and engagement of the Support team
• Lead by example, ensuring the team delivers the key criteria and KPIs
• Review, distribute, and handle cases and coordinate solutions for issues reported by our customers
• Align with 2^nd and 3^rd line support teams on ticket follow-up and issue resolution
• Optimize processes used within the team
• Drive continuous improvement of the support processes
• Serve as a working manager as needed to cover vacations, illness, volume demands, etc. 

Required Skills

To be a good fit for the Customer Support Team Leader opportunity, you will have:

• A bachelor’s degree
• At least 4 years of work technical support experience in SaaS business
• Fluency in written and spoken English and Dutch
• Thorough understanding of Support processes (SLAs, best practices, standardization, etc.)
• The drive and desire to learn and develop oneself
• Excellent written and verbal skills; an effective communicator able to engage, motivate, and drive positive change
• Ability to create commitment and trust through leadership, character, a strong work ethic, and customer focus
• Excellent listening skills with the ability to understand and interpret the support team's needs to improve individual and team performance 

 Preferred but not required:

• Technical support experience with a supply chain/EDI or E-invoicing company
• Fluency in French and/or German; additional languages welcome
• Change management experience is a plus

Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.