Team Lead 1st Line Support

We’re dedicated to expediting the energy transition with sustainable home energy solutions accessible to all, aiming to assist 3 million households in making the transition by 2030. That’s why we're looking for a highly motivated and ambitious individual who's ready to roll up their sleeves and make a tangible impact on the climate change challenge we're tackling head-on. Are you ready to rise to the challenge?

As a Team Lead – 1st Line Customer Support, you will be the heartbeat of our front-line service team — leading a group of motivated agents and ensuring our customers receive timely, empathetic, and accurate support. You’ll play a crucial role in creating a high-performance culture while empowering your team to grow and succeed.

What you'll be doing:

• Lead and support the 1st Line Support team to deliver quick, helpful, and empathetic assistance to our customers.
• Create a team culture of trust, ownership, and performance, while encouraging continuous learning and development.
• Monitor key customer service metrics such as CSAT and First Response Time, using data insights to guide improvements.
• Manage daily operations, including planning, workload distribution, and coverage for all support channels.
• Act as escalation point for complex or sensitive customer interactions, ensuring resolutions align with our values.
• Collaborate with cross-functional teams (e.g. Product, Finance, 2nd Line Support) to ensure seamless processes and service updates.
• Coach and develop your team through structured 1:1s, feedback loops, and performance tracking.
• Communicate clearly about priorities, changes, and expectations, ensuring the team stays aligned and informed.
• Contribute to knowledge sharing by encouraging documentation updates and ensuring onboarding of new processes runs smoothly.

What you'll need?

• 2–3 years of experience in a leadership role within a support/service team.
• 3–5 years of experience in customer-facing roles, preferably in a high-growth or tech environment.
• Proven ability to coach, motivate, and guide team members.
• Excellent communication skills — clear, respectful, and direct.
• Data-driven mindset — you can interpret KPIs and turn insights into action.
• Ability to manage performance while staying people-focused.
• Fluent in Dutch and English.

Nice to have

• Experience with support tooling like Zendesk or Hubspot.
• Previous experience working in renewable energy or consumer hardware is a bonus.

‍️ Why Quatt?

• Salary between €4,400 and €4,900 per month, depending on experience
• 25 paid holiday leave days + 8% holiday allowance
• Pension scheme
• Free vegan/vegetarian lunch in the office daily
• Travel compensation of €0,23/km or an NS-business card
• Access to mental health platform OpenUp
• Informal culture with monthly drinks and office parties
• Yearly discount on Quatt-products
• Referral bonus of up to €2.000 when referring new colleagues
• Work in an international team with people from over 30 nationalities.