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
🌍 Work from abroad up to 4 weeks a year (after 6 months @ Monizze)
🧇 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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.