Technician in test validation and customer support at FDI company, working on access control and intercom products. Conducting tests, analyzing results, and providing technical assistance to clients.
About the role
- Customer Care Lead ensuring software adoption and customer satisfaction as part of Izix's team. Leading support efforts for innovative parking management software across Europe.
Responsibilities
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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