Support Lead

We are currently looking for our future Support Lead to strengthen our team and support our growth in the European market.About us ! At Izix, we're entering a new growth phase.Following our recent acquisition of Toogethr, we're expanding into new markets and scaling our impact across Europe — a major step in our mission to transform the way people access and manage parking.We build innovative software that simplifies parking management for real estate owners, asset managers, facility managers, and tenants. Our intuitive platform helps digitize and optimize parking allocation, access control, and mobility strategies for office buildings, mixed-use properties, and corporate campuses.Joining Izix now means being part of a transformative journey — helping us build our footprint in a new market, take ownership of local initiatives, and shape scalable operations in a rapidly evolving industry.If you're looking for a role where strategy meets execution, and where your impact will directly fuel our next stage of growth — this is the moment to join.What will you be doing ? By joining Izix and the Delivery team, your main mission will be to ensure the smooth adoption and ongoing use of our software solutions by our clients.As Support Lead, you'll ensure the smooth adoption and ongoing use of our software solutions by our clients.For context: Level 1 support is outsourced. Level 2 and 3 support are handled internally. Both internal and external teams provide support for our software and hardware. Our technicians manage on-site interventions and installations. Your overall mission: ensure operational excellence, customer satisfaction, and team efficiency.Your ResponsibilitiesCustomer Support Manage and resolve customer inquiries and complex issues. 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. Team Leadership 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. Process Improvement 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. Performance & Reporting Define and monitor KPIs for the support team. Regularly review and report performance to leadership. Take proactive actions to meet or exceed support targets. Escalation ManagementHandle and appropriately escalate critical customer issues (L1-L3). Collaborate cross-functionally with Product, Operations, and Engineering to resolve challenges. RequirementsDon't hesitate to apply if you don't fulfil 100% of the requirements. Superheroes don't exist. People with passion and talent do !To be successful in this position you should relate to the following expectations:Experience & Background3-5+ 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. Skills & CompetenciesExcellent 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. Nice to Have Bachelor's degree (or equivalent) in Business, IT, Communications, or a related field. Experience in international or multilingual environments. Familiarity with SaaS metrics (churn, adoption, retention). Experience managing distributed teams across multiple regions. Location: Our HQ is in Brussels, Belgium, but we also have offices in Utrecht (NL) and Paris (FR).BenefitsA 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. If you've read this far, what are you waiting for? Apply 😉Is this role not an exact fit ?Add me on LinkedIn and I'll let you know when we have new positions