Customer Care Lead

About the role

Izix is seeking a Customer Care Lead to drive adoption and ongoing use of its parking‑management software across Europe. You will lead a multi‑market support team, ensuring operational excellence, high customer satisfaction, and efficient processes.

Key responsibilities

• Manage and resolve complex customer inquiries and escalated cases.
• Monitor and improve customer satisfaction through effective support strategies.
• Hire, mentor, and motivate support agents across different countries.
• Foster a collaborative, customer‑centric team culture.
• Continuously assess and enhance support processes, implementing tools to streamline workflows.
• Gather and analyse customer feedback to inform product and process improvements.
• Define, monitor, and report on support KPIs to leadership.
• Handle critical escalations (L1‑L3) and coordinate with Product, Operations, and Engineering.

Required profile

• 3‑5+ years of experience in customer support or service operations, preferably in a SaaS environment.
• Proven track record of leading and developing support teams across multiple markets.
• Strong analytical mindset with ability to translate feedback into actionable improvements.
• Excellent communication and stakeholder management skills.

Required skills