At Upway, we are on a mission to make electric mobility accessible to everyone by giving e-bikes a second life. As we rapidly expand our footprint in the BNL region (Belgium, Netherlands, Danemark), providing an outstanding, seamless experience for our riders and partners is paramount.
As our Customer Service Coordinator BNL, you will be the cornerstone of our support operations. You will manage, mentor, and scale a dedicated team of 7 to 12 customer service agents, transitioning our operations from a fast-growing startup setup into a highly structured, high-performing department.
Based in our Mechelen hub, you will report directly to the Regional Ops BNL and play a key role in stabilizing our operations, driving CSAT, and managing critical relationships with our B2B leasing partners.
Team Leadership & Performance: Manage, coach, and support a team of 7 to 12 customer service agents. Set clear goals, optimize daily schedules, and foster a culture of accountability and continuous improvement.
SLA & Quality Ownership: Monitor daily ticketing queues on Gorgias to ensure our response time stays strictly under 24 hours while maintaining a top-tier CSAT score (> 4.5).
Process Optimization (SOPs): Identify operational bottlenecks and turn them into clear, scalable, and documented workflows. Build efficient internal guidelines to handle complex e-commerce inquiries and technical warranties.
Partner & Escalation Management: Act as the main point of contact for complex tickets and high-value corporate partners (such as bike leasing companies). Resolve high-priority complaints with empathy, commercial acumen, and efficiency.
Tools & Analytics: Leverage Shopify and Gorgias data to track team performance, identify recurring customer pain points, and provide actionable feedback to the operations and workshop teams.
Experience: 2 to 3 years of proven experience as a Customer Service Team Lead, Supervisor, or Senior Agent, preferably within a fast-paced e-commerce or startup environment.
Languages: Native or completely fluent in Dutch, with professional proficiency in English. French is a strong plus.
Tech-savvy: Highly proficient with modern ticketing tools (Gorgias or Zendesk) and e-commerce platforms (Shopify). Setting up macros and automation rules does not scare you.
Mindset: A natural problem-solver with strong organizational skills. You are data-driven, comfortable with KPIs, but you never lose your human touch and empathy when dealing with people—be it your team or an unhappy customer.
Work Style: You thrive in a dynamic environment, you are hands-on when needed, but your ultimate goal is to build sustainable, scalable structures.
- Impact: You are directly contributing to the decarbonization of mobility by giving thousands of e-bikes a second life.
- Autonomy: You are the owner of your team and region. We give you the tools, but you build the strategy.
- Growth: Join a Series C scale-up backed by top-tier investors (Sequoia, Exor) during our hyper-growth phase in Europe.
Pay: €38.000,00 - €42.000,00 per year
Work Location: In person
