Team Leader Customer Operations

il y a 4 semaines

Leuven, Belgique Twipe Mobile Solutions N.V. Temps plein

Twipe is a mediatech scale-up based in Leuven, Belgium working with leading newspaper publishers in Europe and the US to grow their digital subscribers and sustain quality journalism. We offer cloud based digital edition publishing, analytics, and personalization solutions. Our innovative solutions accelerate the growth of newspapers including Le Monde, The Telegraph and the various titles of Mediahuis (De Standaard, Het Nieuwsblad, De Telegraaf, ).

To inspire our industry, we gather and analyze industry knowledge and share insights with our growing Future of News publishers’ community.

**Why are we hiring?**

In a dynamic phase of growth and dedicated to delivering outstanding service to our clients, Dana, our Head of Sales, is on the lookout for a new Team Leader in Customer Experience & Operations. By joining Twipe, you'll be at the forefront of ensuring remarkable customer satisfaction, streamlined operations, and the realization of our key operational objectives.

**What do you do?**
- You ensure excellent customer satisfaction by defining standards for customer interactions and leading the team to provide the best customer experience
- As a full owner of customer operations and support, you are responsible for their development and improvement, streamlining processes, and enhancing productivity
- Project implementation plans, milestones, and delivery moments are your focus areas
- You collaborate closely with the Engineering Team, Customer Success Team, and other stakeholders to prioritize and validate work packages
- Communication and proactive updates on delivery processes are vital, as you serve as the single point of contact for product-related concerns or customer inquiries
- Testing deployments, monitoring, and maintaining high quality fall under your purview
- Your leadership extends to nurturing the skills of your team members

**How do you make a difference?**
- You are the linchpin in ensuring exceptional customer experiences and effective operations
- Your dedication to developing new features for our customer engagement and personalization solutions sets the bar high
- You're a hands-on owner, responsible for monitoring, supporting, and managing the costs of our products
- Project implementation plans are your blueprint, guiding your team to key milestones and delivering results
- User Stories are your canvas, with work packages for the Engineering Team and seamless integration with the Customer Success Team
- You are the voice of prioritization, ensuring that backlogs and work packages align with our goals
- Your communication skills bridge gaps and foster collaboration among stakeholders, making you the go-to for product-related inquiries
- Testing deployments, monitoring, and maintaining quality standards are all in a day's work
- You lead and nurture a team of young talents, fostering their growth and development
- You have a “doing whatever it takes” and “can-do” attitude
- You have a growth mindset. You’re constantly striving to learn new things and improve
- You follow industry news, regularly tinker with new technologies, and read books and blogs to keep your skills sharp

**Your track record**:

- You have a minimum of 2 years of experience in direct team leadership.
- You have a demonstrated expertise in operations management and a track record of achieving operational excellence
- You have strong analytical skills, enabling you to identify and advocate for effective solutions
- While not mandatory, a technical affinity and familiarity with cloud technology, web, and mobile apps would be highly beneficial
- Proficiency in English and fluency in French, German, Italian, or other languages would be advantageous

**Why you should join us**:

- The opportunity to make a difference from day one in a tech scale-up, solving problems of global interest in the media sector
- A training-friendly environment conducive to your skills development
- A challenging job in a young & international company at the forefront of innovation in emerging technologies
- An attractive workplace at the crossroads of creativity, design and technology
- Teambuilding events like a well-deserved Tomorrowland VIP experience, a team trip to climb Mount Etna or a skiing trip in Austria
- Come as you are, we invest in diversity, ensure equality and encourage expression. We have a zero-tolerance policy for harassment, bias or discrimination within the company

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