Customer Support Team Lead

We are TrackBeeTrackBee helps Shopify stores and marketing agencies grow with data that actually makes sense.Three years ago, we started as a small team with a big idea. Today, we’re an international, remote-first company of 25+ people working with over 1250 customers worldwide.With our server-side tracking and session enrichment technology, we make sure that Meta, Google Ads, TikTok, Klaviyo and Pinterest learn smarter, optimize better, and generate more revenue from every marketing euro.We’re growing 250%+ year over year, with one clear goal:help e-commerce entrepreneurs get better results through reliable data.Your RoleWe’re looking for a Customer Support Lead who will shape and elevate TrackBee’s global customer support experience.You’ll be hands-on from day one, working directly alongside the team to deeply understand our customers, their challenges, and how we can solve them faster and better. You’ll combine technical problem-solving with leadership, helping to build a support function that’s both proactive and customer-focused.You’ll guide the team to deliver accurate, fast and empathetic support while continuously improving processes, knowledge and collaboration across departments. This is a key role in scaling our 24/7 support as TrackBee continues to grow globally.What You’ll Do • Work hands-on with the team to handle customer inquiries, troubleshoot issues and provide solutions • Lead and coach support agents to ensure consistent, high-quality responses • Manage daily operations and performance across EU and Pacific time zones • Handle complex technical questions and escalations around tracking, integrations and data flows • Improve support processes, internal documentation and automation • Ensure fast resolution times and world-class satisfaction scores (CSAT >95%) • Collaborate closely with Product, Engineering and Customer Success on bugs, improvements and customr feedback • Identify opportunities to improve customer adoption and uncover upsell potentialWho You Are • Fluent in English • Dutch or another European language is a strong plus • Living in the Netherlands is a strong plus, though not required • 4+ years of experience in customer or technical support, ideally in SaaS or e-commerce • Experience mentoring or leading a small team • Strong understanding of tracking, integrations or marketing platforms such as Shopify, Meta, Google Ads, or Klaviyo • Excellent communication skills with empathy and structure • Process-driven, organised and motivated to build scalable systems • A self-starter who thrives in a fast-moving, customer-centric environmentWhy TrackBee • Join a fast-growing SaaS company with global reach and ambition • Work in a remote-first, high-performing team that values autonomy and trust • Take part in twice-a-year offsites and monthly meet-ups for drinks or team activities • Play a key role in building a scalable, data-driven support organisation • Competitive salary of €3 500 gross per month • Real impact on how thousands of Shopify merchants experience TrackBeeReady to shape TrackBee’s customer experience and grow with us?Apply today and join our journey. 🐝