Customer Care Manager

Job Opportunity: Customer Care Manager Location: Zaventem & LiègeLanguages: French, Dutch (bilingual required) & EnglishContract Type: Full-time, permanent positionDepartment: Customer SupportAbout our client:They are part of an international group, leader in legal and real estate software solutions. Their mission is to support their clients' offices in their digital transformation by offering innovative and efficient technologies.To strengthen their operations and ensure a first-class customer experience, we are looking for a Customer Care Manager to lead their bilingual Customer Support team.Position Overview:As Customer Care Manager, you will be responsible for managing, coordinating, and guiding the Customer Support team in Belgium.You will ensure the delivery of a high-quality, customer-oriented service while driving operational excellence, digital transformation, and the integration of AI tools within support processes.Key Responsibilities:Lead, coach, and develop a bilingual team of support technicians and product specialists.Organize and structure support operations: ticket management, prioritization, escalation procedures, and reporting.Define, monitor, and analyze performance indicators (SLA, NPS, resolution rate, backlog, etc.) using dashboards and data-driven insights.Foster a culture of service excellence, collaboration, and continuous improvement across Support, Product, Delivery, and Sales teams.Support change management during a period of cultural and technological transformation.Leverage data analysis to anticipate customer needs, identify trends, and optimize performance.Introduce and promote the use of AI-driven tools such as chatbots, response assistants, and intelligent knowledge bases.Ensure the quality and professionalism of all customer interactions — empathy, clarity, and precision.Optimize internal tools and processes (CRM, ticketing, documentation, quality monitoring).Profile:Bilingual in French and Dutch (spoken and written); English as well.Minimum 3 years of experience in team management within a Customer Support, Customer Service, or IT environment.Strong technological literacy, including familiarity with Microsoft 365 and data analysis tools.Excellent communication skills, customer-oriented mindset, and strong team spirit.Structured, analytical, and results-driven with the ability to manage priorities effectively.Demonstrates empathy, positive leadership, and the capacity to engage and motivate teams.Strong interest in AI applications and digital transformation.Adaptable and comfortable working in a fast-paced, evolving environment.What our client offers:A strategic role at the heart of customer satisfaction and support transformation.A dynamic and collaborative work environment built on trust and innovation.Opportunities for career growth within their Group.A competitive compensation package, aligned with market standards and responsibilities.How to ApplyIf you are passionate about customer experience, digital innovation, and team leadership, we invite you to join us and take part in shaping the future of software solutions.📩 Apply now by sending your CV and cover letter to: david@adgility.be