Technical Customer Support Team Lead

Technical Customer Support Team Lead

📍 Location: We operate a hybrid model with 2 days at our fabulous office in the Droneport incubator campus in Sint-Truiden, the rest of the time at home!
📅 Start Date: ASAP
💼 Package: Competitive salary, company car 🚗, optional e-bike lease 🚴, 20 holiday days + 12 ADV days 🌴, Top level of Alan health cover, hospitalisation and group insurance, cafeteria plan, mobile subscription 📱, net allowance plus meal vouchers and Eco Cheques 🧾

Leading a team is rewarding—but do you miss the thrill of cracking complex technical issues and making a real impact for clients?

If you're someone who loves mentoring others and getting deep into product behaviours, system logs, and support tickets, then this is your sweet spot.

We’re looking for a Technical Customer Support Team Lead who can set the bar high—technically and culturally.

You’ll lead by example, jumping into high-priority tickets when needed, coaching your team, and ultimately owning the client experience.

This is your chance to shape a support function that’s not just reactive, but strategic—and crucial to our long-term growth.

A Dive into the Details

🧩 A master planner and coordinator
You manage and prioritize support tasks so everything runs efficiently and within agreed timelines. You also handle the team’s admin and make sure operations run smoothly.

🎯 A motivational coach
You energize the support team (6) to deliver top-notch service and solve customer issues swiftly and effectively. With regular 1-on-1s and growth conversations, you keep everyone focused and inspired.

🛠️ A troubleshooting extraordinaire
You’re the go-to person for challenging customer issues and ensure timely, effective solutions.

🔍 A data detective
You analyze support tickets to spot trends and implement improvements.

💬 A customer satisfaction guru
You keep a close eye on customer happiness and take proactive steps to keep it high.

📚 A knowledge keeper
You make sure documentation is crystal clear and always up to date to support your team daily.

🚀 An optimization wizard
You take our helpdesk tools and processes to the next level — boosting both efficiency and customer satisfaction.

What do you offer?

💡 You love thinking along with customers and taking work off their plate — that’s your daily mission

• You’re super customer-focused in how you talk and act

• You’ve got a sharp, analytical mind

• You’re proactive, positive and not afraid to take initiative

• You keep your cool under pressure and know how to turn tricky customer issues into positive, long-term solutions

🔧 You’re hands-on and love solving technical puzzles that really make a difference for the client

• You take ownership — whether it’s configuration work or knocking out support tickets, you get it done (and get energy from it!)

• You are familiar with Jira, Zendesk, SQL, XML, LINUX / Wildfly.

🇧🇪 You’re fluent in Dutch , 🇬🇧 Speak English , 🇫🇷 and if you also speak French, then this is a big plus!

A Team on a Mission
Together with our growing team of awesome InTouchables, we support cities and police zones with the mobility solutions of the future.
We aim to make life smoother for every citizen by ensuring a seamless city mobility experience. Curious how we make that happen? Check us out on our website!

Interview Process

• Introductory Teams Call with Kimberly, HR Manager

• Face to Face interview with Yves, head of Customer Support & Tom CEO

• Personality Test and References
  

Ready to Join the Mission?

Smart minds, good vibes, and tech that actually makes cities better. Let’s go!🚀

📧 Email Kimberly Deckers at kimberlyd@intouch.be
📩 Send an InMail
Or simply hit the apply button!

Equal Opportunities Statement

At InTouch, we’re committed to creating a diverse and inclusive workplace. We value different perspectives and welcome applications from all backgrounds.

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