Team Lead – Customer Care

About the role

LIZY is seeking a dynamic Team Lead for its Belgian Customer Care team. You will be responsible for maintaining the company’s high NPS of 4.7, building a high‑performing team, and scaling processes as the business expands across new markets.

Key responsibilities

• Lead, train, and expand the Belgian Customer Care team, recruiting top‑performing talent.
• Develop and continuously improve standard operating procedures and ticketing workflows.
• Implement automation and data‑driven insights to enhance efficiency and customer experience.
• Own end‑to‑end process optimisation, from ticket handling to reporting.
• Collaborate with product and growth teams to support rapid market expansion.

Required profile

• 3+ years of experience as a high‑performing contributor in a digital scale‑up’s Customer Care or Customer Success function.
• Proven ability to lead and develop teams, setting ambitious goals and achieving them.
• Hands‑on experience implementing care‑related tools, ticketing systems, and automation.
• Entrepreneurial mindset with a passion for solving complex problems in a fast‑growing environment.
• Growth mindset, strong work ethic, and commitment to delivering exceptional customer experiences.

Required skills

• Experience with ticketing and customer support platforms.
• Automation and workflow optimisation capabilities.
• Data analysis for process improvement.

What we offer

• Opportunity to shape a fast‑growing business with a proven model and strong funding.
• Dynamic, multicultural team with backgrounds from leading tech and consulting firms.
• Culture focused on fun, feedback, personal growth, and delivering wow experiences.