About the job
About s4d
s4d is an innovative Software as a Service (SaaS) company dedicated to empowering Quick Service Restaurants (QSRs) with an omnichannel operating system designed for optimum efficiency and effectiveness. Our mission is to help restaurants maximize their order potential by leveraging cutting-edge technology and a diverse array of functionalities. Our team thrives on collaboration and accountability, creating a work environment that supports flexible working conditions. Recognized as one of the top-performing SaaS companies in the Netherlands by Deloitte Technology Fast 50 and Saas100 (MT/Sprout), we are proud to be at the forefront of our industry. We are on the lookout for a Team Lead Support to enhance our support efforts with our partners.
Job Overview
We seek a dedicated Team Lead Support who will be instrumental in ensuring exceptional service delivery to our esteemed clients, including New York Pizza, Telepizza, Apache Pizza, and Pizza Hut. The Support team plays a crucial role in assisting our customers to fully benefit from our solutions. When inquiries arise from our partner headquarters or specific outlets, they turn to our Support team for assistance.
The Support team, composed of Support Heroes, students working shifts from 5:00 PM to 11:00 PM, represents the first point of contact during our busy “Hungry Hours.” They address queries ranging from operational adjustments, such as store opening hours and promotional setups, to technical issues like system bugs or outages. In this role, you will be responsible for managing and mentoring this team.
Your focus will be on coaching the Support Heroes, refining processes, and implementing proactive measures to minimize recurring inquiries. This includes conducting training sessions for franchisees and store staff. During office hours, you will also address incoming queries from our partners, although they tend to be less frequent during the day.
Collaboration is key; you will work closely with our Head of Operations and COO to transform Support into a true driver of customer satisfaction, ensuring continuous improvement in our service levels.
