{"id":1526993,"url":"https://alion.io/job/effectory-customer-support-engineering-lead","title":"Customer Support Engineering Lead","company":{"id":674019,"name":"Effectory","domain":"effectory.com","url":"https://alion.io/company/effectory","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Amsterdam, Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50000,"max":70000,"currency":"EUR","period":"year","gross":null,"usd_annual":79529},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-23T08:12:23Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-06T21:44:39Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"At Effectory, we are building a scalable, data-driven Customer Support Engineering organization. As Team Lead, you will lead the team, improve support processes and tooling, and help deliver a high-quality support experience for customers and colleagues.\nYou will combine people leadership with operational management and continuous improvement. Your focus will be on quality, efficiency, customer satisfaction and team development, including the smart use of automation, AI and self-service.\nWhat will you do?\nLead and coach the Customer Support Engineering team, fostering a strong customer-first culture, collaboration and ownership.\n\nConduct performance, development, absence and salary conversations, working closely with People & Culture on onboarding, development and wellbeing.\n\nManage support KPIs such as SLA, CSAT, ticket volume, backlog, response time, resolution time and escalations.\n\nAdvise on capacity planning and workload management and take corrective action when needed.\n\nIdentify structural issues and improve ticket quality, intake, workflows, knowledge management and documentation.\n\nDrive automation, AI and self-service initiatives to reduce manual work.\n\nTranslate support insights into improvement initiatives and input for the Product Roadmap.\n\nWork closely with Product, Engineering, Customer Success, PSC and Operations, sharing relevant customer insights and churn signals.\n\nRequirements\nExperience in Customer Support, Support Operations, SaaS or a similar operational environment.\n\nCustomer-first mindset with a genuine passion for delivering outstanding customer experiences.\n\nHas affinity with leading, coaching and developing employee.\n\nExperience managing operational KPIs, such as SLA and CSAT.\n\nExperience with dashboards and data analysis.\n\nExperience with automation, AI, workflow optimization or self-service.\n\nAn analytical and results-oriented approach.\n\nStrong stakeholder management and cross-functional collaboration skills.\n\nExperience with ticketing and support tools, such as Zendesk, HubSpot or similar platforms.\n\nNice to have\nExperience in a growing SaaS organization.\n\nYou do not need to meet every requirement. If you recognize yourself in the core of this role, we would love to hear from you.\nAbout Effectory\nEffectory is Europe's leading employee feedback solution. With our platform, HR and management collect employee feedback throughout the employee journey. This feedback is transformed into people analytics that informs strategies to boost productivity, engagement and retention. Built on 30 years' experience, our 200 specialists in Amsterdam and Munich support more than 1.200 organisations in 70+ countries. Now more than ever, HR is an integral part of business strategy - which is why our feedback solution is tailor-made for strategic HR.\nOur mission\nWe are dedicated to improving the working world by giving employees a voice and making sure their feedback has an impact. Our experts work with HR teams and managers around the world, using employee feedback to overcome some of their biggest people-oriented challenges. From software engineers to HR specialists, every day Effectory’s people work to improve the working world, and we are looking for talented individuals who also want to be part of this mission.\nWhat we offer\nCompetitive base salary + holiday allowance, lucrative commission structure and company bonus\n\n25 days annual leave + 4 company-wide cool-down days, your birthday off, and a day off to move house\n\nOption to purchase extra holidays\n\nFull additional parental leave for partners\n\nFlexible working hours (7am-7pm), hybrid working model, and up to 4 months working from abroad\n\nCommuter and work-from-home allowance + budget to set up your home office\n\nPension and access to financial advice\n\nAnnual Body & Mind budget for anything that energises or relaxes you\n\nPersonal learning budget + extensive internal development opportunities\n\nYearly Summer School & Winter School\n\nAnnual events: Winter Party, Summer Party & the legendary Big Day\n\nA hot lunch made by our in-house chef at our Amsterdam office\n\nA week of fun and interactive onboarding to get to know Effectory and your new colleagues\n\nA sabbatical once every 5 years\n\nA volunteer day to support a cause you care about\n\nThis Is How It Works\nYou want this job - submit your application\n\nWe're intrigued - join a phone call to introduce yourself and ask questions\n\nWe think it went well - we meet live (or on video) to get to know each other better\n\nWe like each other even more - you meet potential team members and get a pleasant grilling\n\nWe want to see you in action - you complete a case or assessment (if applicable)\n\nThe final hurdle - we agree on terms, sign, and you start\n\nWe want to be part of creating a more diverse, equitable and inclusive world of work. Even if you don't meet every requirement, we'd still really like to hear from you.","description_format":"text","description_chars":4901,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule","Home office","Hybrid work","Parental leave"],"hiring_locations":[{"name":"Netherlands","iso":"NL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marine & Ocean Engineering","Market Research","Human Resources"],"lifecycle":[{"event":"open","at":"2026-09-30T14:28:37Z"}],"visa":[],"liveness":{"score":70,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.777,"p_room":0.9,"age_days":12,"expected_fill_days":24,"reasons":["conf:0","win:mid"],"computed_at":"2026-10-06T05:45:30Z"},"pay":{"stated_usd_annual":79529,"is_top_pay":false},"html_url":"https://alion.io/job/effectory-customer-support-engineering-lead","json_url":"https://alion.io/job/effectory-customer-support-engineering-lead.json","meta":{"generated_at":"2026-10-06T21:51:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1753,"day_limit":5000,"remaining_today":3247,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":674019},"rest":"https://alion.io/mcp/rest/get_company?id=674019"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feffectory-customer-support-engineering-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feffectory-customer-support-engineering-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feffectory-customer-support-engineering-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/effectory-customer-support-engineering-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feffectory-customer-support-engineering-lead"}]}