Team Lead Support

As Team Lead Support, you play a key role in ensuring Silverfin's customers receive exceptional service. You'll lead, coach, and develop a team of 1st Line Support Agents to deliver timely, accurate, and empathetic support. Your focus will be on people management ( 50%), while also ensuring smooth daily operations, continuous process improvement, and strategic input at team and department level. You'll act as a bridge between your team and other departments (3rd Line Support, Engineering, Projects, and Customer Success), ensuring collaboration, alignment, and a shared focus on delivering the best possible customer experience. What would you do to drive our success?, + Setting & managing performance from A-Z: Leading the team to achieve high performance by setting clear goals & tracking KPI's. , Proactively manage the full spectrum of Performance by recognizing and rewarding top performers to address underperformance through feedback and PIPS.

• Develop your team by driving the professional and personal growth of your team members through continuous mentoring, regular 121's, monthly coaching sessions (coach cards) and formal performance reviews.
• Create and update training materials to support onboarding and continuous learning.
• Foster a positive, supportive, and transparent team culture., + Oversee day-to-day operations, ensuring smooth ticket handling, shift covering, efficiency, and SLA adherence.
• Monitor and improve quality assurance processes to maintain high service standards.
• Handle occasional escalations (up to once a week) and guide the team in complex cases.
• Collaborate closely with 3rd Line Support and Engineering to ensure consistent, high-quality resolution of technical issues.

Strategic & Process Improvement

• Participate in weekly strategic meetings with Support leadership (SMT).
• Identify patterns, challenges, and opportunities for improvement based on customer feedback and data.
• Contribute to shaping Support strategy and process optimization initiatives.
• Actively participate in cross-department projects that improve customer experience and internal collaboration., + Understands and respects the feelings and perspectives of team members.
• Provides encouragement and reassurance, even in challenging situations.
• Maintains composure during escalations or high-pressure situations.
• Supports team members through challenges constructively.
• Sets clear expectations and explains priorities thoughtfully.
• Listens actively and ensures team members feel heard.
• Builds trust through consistency, honesty, and integrity.
• Creates an environment where people feel safe to share challenges.
• Adjusts approach to different personalities and situations.
• Open to feedback and continuous improvement.
• Maintains a constructive attitude and boosts team morale.
• Celebrates progress and reinforces achievements.

Do you have experience in Salesforce?, Do you have a Bachelor's degree?, + Leadership & People Management: Proven experience leading or mentoring a team (formal or informal leadership). Strong coaching and feedback skills, with the ability to motivate and develop others. Excellent communication and conflict resolution abilities.

• Background & Experience: Minimum Bachelor's degree or equivalent practical experience. Experience working in Customer Support/Service/Success, ideally within a SaaS or technology company. Knowledge of accounting or fintech software - nice to have.
• Operational & Analytical Skills: Skilled at managing priorities, workload, and KPIs. Ability to identify process gaps and suggest pragmatic improvements. Strong organisational skills with attention to quality and consistency.
• Language Skills: English fluency required. Dutch is an asset but not mandatory., + Must have: Strong people management skills. Ability to articulate ideas or proposals clearly and with structure. Understanding or interest in AI and automation.
• Nice to have: Experience with ticketing systems (Freshdesk, Zendesk, Salesforce, etc.).

Silverfin is a cutting-edge cloud software solution built by accountants, for accountants. Founded in 2013, Silverfin was created to solve the frustrations of manual, error-prone processes in analysing financial data and compliance. From day one, we've been a cloud-first platform with an open API architecture, leveraging structured data to transform how accountants work. Our mission is simple: to enhance and support the accountancy profession through AI and automation, ensuring accountants remain relevant and respected in the future of finance. In 2023, Silverfin became part of the Visma Group, joining one of Europe's leading providers of cloud software. This partnership strengthens our ability to innovate and expand our impact within the accountancy industry. Today, Silverfin is trusted by over 1000 firms across 16 countries. Our clients include all of the Big 4 accounting firms, as well as leading global networks like BDO, PKF, Baker Tilly, Grant Thornton, and Moore. Headquartered in Ghent, with offices in London, Luxembourg, Mont-Saint-Guibert, and Gouda (NL), we're a team of over 180 people - including a diverse remote engineering team working across multiple time zones - all working together to drive innovation in accounting. How would you support our success? Your role, + Be part of something bigger - Join a growing SaaS company that's now proudly part of Visma, Europe's leader in mission-critical cloud software. + A connected team - Take part in regular team activities, retreats, and offsites to keep our culture thriving. + Grow with us - Take advantage of career development opportunities and a personal training allowance to support your growth. + Time to recharge - Enjoy our company-wide Wellbeing Days off each month (reviewed annually). + Fair compensation - Receive a competitive rewards package with benefits tailored to your role. + Flexibility with connection - We have a hybrid setup, with a minimum of two days a week in the office. However, we understand that life can be unpredictable, so we offer flexibility to accommodate unexpected events. Our offices in Belgium (Ghent), the UK (London - Old Street / Shoreditch), the Netherlands (Gouda), Mont-Saint-Guibert, and Luxembourg provide great spaces to collaborate and connect. + Work where you thrive - Enjoy the freedom of a fully remote setup while staying connected through virtual collaboration How we work At Silverfin, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, ethnicity, national origin, gender, sexual orientation, age, marital status, or disability status. We're committed to elevating talent by creating an environment where we can all thrive together. We have a unique culture with our values as the backbone: Who we are -Authentically human How we think -With a growth mindset How we act -Bravely, side by side How we win -By doing what we love At Silverfin we make our own way. We are constantly looking for new and innovative ways to move forward. Continuous learning and development is encouraged to support your personal and professional growth. At the same time, this opens up many new opportunities that allow our people to grow with Silverfin, and often faster than with other companies. So many ambitious team members have already found their way to a new challenge within Silverfin. We want you to reach your full potential. To get you there, we don't want to think in boxes and over-structure things. So your options are not limited to 1 team or 1 career track. Your talent, motivation and potential play a crucial role in evolving across the teams into new roles. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.   You must create an Indeed account before continuing to the company website to apply