Team Leader Customer Care

**About Monizze**:
We are on a mission to help employers support the well-being and engagement of their people. From our roots in electronic meal, eco, and gift vouchers, we’ve evolved into a comprehensive Reward Management System, offering smart, flexible, and human-centred salary solutions.

To keep scaling smartly and securely, we’re strengthening our Customer Care team with a Team Leader who combines innovation thinking, analytical precision, and a love for client satisfaction

**Your advantages first**:
Your purchasing power is optimised - the motto is true for clients & employees
30 days off per year: 20 legal holidays + 6 ADV/RTT + 4 Monidayzz
A mobility budget
Homeworking flexibility with days of remote work and a monthly allowance to make it comfy
Belgian roots, mindset & attitude: a cool and informal atmosphere - one of the best things since waffles
Disrupting and innovative: we digitalized the market and keep pushing innovation in every aspect
Your growth is our growth: unlimited learning opportunities (languages, personal growth, hard skills,...)
Your health and your family's health is covered by our hospitalization insurance
✨ Internal mobility is regularly an option for anyone looking to evolve or change jobs or departments
Homeworking opportunities and overall flexibility
A yearly trip with all your colleagues to celebrate our achievements
➕ We do much more for our employees, but we needed space to describe the job We'd love to tell you about it though, so ask us

**Your Mission**:
As Customer Care Team Lead, you are responsible for managing the Customer Care team, which serves as the first point of contact for all our customers. You ensure a smooth, professional, and personal service experience that strengthens customer trust and satisfaction. In addition, you develop your team and propose continuous process improvements based on feedback from customers and colleagues.

**What You’ll Do**:
**Team Leadership**
- Coach, motivate, and support team members so they can deliver the best possible service.
- Define and monitor team goals and KPIs together.
- Evaluate and develop team members’ competencies.
- Take on operational tasks yourself when challenges arise.**Customer Experience Assurance**
- Ensure a customer-oriented approach in every customer interaction.
- Analyze signals from customer contacts, detect bottlenecks, and escalate them to provide the best possible innovative service.
- Propose data-driven solutions focused on customer satisfaction.**Process Optimization**
- Develop and continuously improve customer-focused processes with a strong emphasis on digitalization.
- Create and regularly update manuals, training materials, and tools.
- Ensure processes remain accessible and efficient.**Internal Collaboration**
- Act as a link between the Customer Care team and other departments (sales, marketing, Customer Obsession, IT & product) regarding the team’s operational needs.
- Communicate expectations and priorities clearly, backed by data.**Reporting & Analysis**
- Collect and analyze data on customer satisfaction, KPIs, and service quality.
- Provide regular reports to management on the team’s performance, successes, and challenges.

**What You’ll Bring**:
**_ Must-Haves:_**
- Excellent communication and organizational skills
- Trilingual in english, dutch and french
- Customer orientation and an eye for detail to go the extra mile.
- Strong problem-solving and analytical abilities.
- Logical reasoning skills.
- Decisiveness and the ability to set priorities.
- Helicopter view: able to think in a broader context and anticipate future needs, not just focus on the present.
- Experience with CRM systems and digital tools (e.g., Salesforce).
- Ability to manage multiple projects and priorities simultaneously.
- Positive and motivating leadership style.
- Stress resistance and persuasive strength.
- Complaint management focused on customer satisfaction.
- Out-of-the-box mindset to leverage one of our two key strengths: innovation.
- Experience in a leadership role.

**_
The perfect match:_**
- You feel at home in an entrepreneurial, digital, and innovation-driven company.
- You are motivated by delivering exceptional customer experiences.
- Teamwork and supporting colleagues come naturally to you; you have a hands-on approach.
- You combine a logical mindset with the drive to always go the extra mile.
- You have a data-driven mindset of continuous improvement.
- You understand what customers truly need and build on that insight.
- Flexibility and a strong sense of responsibility are second nature to you.
- You naturally communicate transparently with your teams to help them grow in their careers.