Team Leader 2nd Line Support

About the role

Ayvens is looking for a proactive Team Leader to oversee its 2nd Line Support function. You will manage a mixed team across Belgium and Romania, ensuring high‑quality service delivery and continuous process improvement.

Key responsibilities

• Lead, coach and develop a team of 14 FTEs, including remote members in Romania.
• Monitor performance through KPIs, manage workload distribution, capacity planning and conduct regular performance reviews.
• Own the end‑to‑end Fines process: reception, driver identification, international fines handling, and ensure strict controls and GDPR compliance.
• Respond to Salesforce cases, act as escalation point for complex issues, and lead financial reconciliation with AP/AR.
• Drive automation initiatives, optimise workflows and improve the overall customer experience.
• Maintain close collaboration with internal stakeholders such as Customer Care, Finance, Sales, Operations and Remarketing.

Required profile

• Strong leadership and remote‑team coordination abilities.
• Excellent project‑management skills with a focus on automation and process optimisation.
• Analytical mindset capable of managing complex operational environments.
• Experience in financial reconciliation and control frameworks.
• High attention to detail and adherence to internal procedures and regulations.

Required skills

• Salesforce

What we offer

• Opportunity to shape sustainable mobility initiatives.
• Dynamic, international work environment.
• Professional development and career growth.