Customer Care Manager

You will take ownership of our service and operational landscape: leading Customer Care, optimizing internal processes, and driving continuous improvement across teams. This is a hands-on leadership role where strategy and execution go hand in hand, with a clear mandate to professionalize, innovate, and prepare the organization for growth.

Your role:

You are responsible for the end-to-end service experience for customers and users of the Mobeyond applications. Working closely with Customer Care, Product, Applications, and other internal teams, you analyze current workflows, identify bottlenecks, and design solutions that improve:

• Customer satisfaction and experience

• Operational efficiency and scalability

• Service quality, reliability, and consistency

You act as a bridge between people, processes, and technology, translating business needs into concrete operational improvements and sustainable service models.

What you will do:

Lead & grow Customer Care

• Lead the Customer Care department and define a long-term vision aligned with Mobeyond's strategic objectives.

• Position the organization as a leader in customer experience.

• Build and nurture a strong, autonomous, and high-performing team through coaching, mentoring, and skills development.

• Oversee team capacity, priorities, and performance while ensuring consistent expertise and service quality.

• Develop specialized training tracks and ensure up-to-date documentation and technical knowledge.

Deliver excellent service operations

• Ensure exceptional customer experiences across all channels.

• Define, track, and improve KPIs, SLAs, delivery metrics, customer satisfaction, and escalations.

• Own escalation management and high-level problem solving.

• Support day-to-day operations of existing applications and prepare the organization for the operational rollout of new applications and initiatives.

Optimize processes & scalability

• Map current processes, identify bottlenecks, and standardize SOPs across:

  • Onboarding

  • Platform administration

  • Support

  • Incident and escalation management

• Introduce best practices, workload management approaches, and process efficiencies to support growth.

• Ensure operational readiness for new features through structured checklists, documentation, and cross-team coordination.

Drive tooling, automation & innovation

• Define and implement a support and operations tooling strategy.

• Track tool usage, identify gaps, and continuously improve.

• Lead automation initiatives aligned with company-wide goals, in close collaboration with the Applications team.

• Create space for experimentation and innovation and contribute to an innovation roadmap.

Project & stakeholder management

• Lead large, cross-departmental service-impacting projects from concept to delivery.

• Manage resources, timelines, and budgets.

• Support ERP implementation and operational transition.

• Manage operational partners (e.g. call centers, distribution centers, logistics providers) and track performance.

• Stay up to date with trends and developments in customer support and service operations and translate them into concrete improvements.

• You hold a Master's degree in Business or equivalent experience.

• You have at least 5 years of experience in customer support and/or service operations.

• You already gained first experience in a leadership or management role (support or operations).

• You combine strategic thinking with hands-on execution.

• You are a natural connector who brings people together across teams.

• You enjoy improving systems, processes, and ways of working.

• You are comfortable working in a growing, changing SaaS environment.

Your skills & experience

Required

• Strong people management and coaching skills

• Experience with KPI definition and performance tracking

• Solid project management experience

• Good general IT skills (MS Office, Atlassian suite, ticketing tools, …)

• Fluent in English, Dutch, and French

Nice to have

• Experience in the automotive, mobility, or leasing sector

• Experience with ERP implementations or transitions

• Experience with vendor and partner management

• A high-impact leadership role with real ownership

• The opportunity to shape and scale service operations in a SaaS company

• A collaborative culture with short decision lines

• Room for innovation, experimentation, and continuous improvement

• The chance to build something sustainable — and leave a lasting mark on how we serve our customers

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