📍 Job Overview

Job Title: Customer Support Supervisor
Company: Treatwell
Location: Amsterdam, Noord-Holland, Netherlands
Job Type: On-site
Category: Customer Support & Operations
Date Posted: 2025-06-12
Experience Level: Mid-level (2-5 years)
Remote Status: On-site (Amsterdam, Netherlands)

🚀 Role Summary

Lead a Dutch-speaking customer support team, ensuring excellent service to salon partners and customers.
Analyze and improve customer support processes to enhance the customer experience.
Actively participate in customer interactions across various channels, including chat, phone, email, and social media.
Collaborate with an international team to build a strong, customer-focused culture that impacts Treatwell's performance and reputation.

📝 Enhancement Note: This role requires a balance of leadership, analytical, and communication skills to drive customer support excellence and process improvement in a dynamic, international environment.

💻 Primary Responsibilities

Team Leadership: Recruit, train, and coach a team of customer support specialists to deliver exceptional customer service.
Process Analysis: Evaluate and optimize customer support processes to improve efficiency and effectiveness.
Performance Monitoring: Track key performance indicators (KPIs) and use data-driven insights to inform decision-making.
Operational Management: Manage the flow of customer contacts and ensure adequate staffing levels to meet service level agreements.
Tool Management: Support the use of external tools and systems to enhance customer support operations.
Customer Interaction: Actively participate in customer support activities, providing first-line support and escalation management when necessary.

📝 Enhancement Note: This role involves a mix of strategic process improvement, hands-on customer support, and team leadership, requiring strong organizational skills and the ability to multitask effectively.

🎓 Skills & Qualifications

Education: Relevant bachelor's degree or equivalent experience in customer support, operations, or a related field.

Experience:

Proven experience (2-5 years) in customer support, team leadership, or a similar role.
Demonstrated success in improving customer support processes and driving team performance.
Experience managing a team in a customer-facing environment.

Required Skills:

Languages: Native or near-native Dutch and professional English proficiency.
Leadership: Proven ability to motivate and develop a team, fostering a customer-centric culture.
Data Analysis: Strong data analysis skills to identify trends, optimize processes, and make data-driven decisions.
Communication: Excellent communication skills, both written and verbal, to effectively interact with customers and team members.
Problem-Solving: Strong problem-solving skills to address customer issues and drive process improvements.
Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to change quickly.

Preferred Skills:

Experience with customer relationship management (CRM) software and other relevant tools.
Familiarity with the beauty or haircare industry.
Experience working in an international, multicultural environment.

📝 Enhancement Note: While not explicitly stated, the company may expect candidates to have experience in a customer support or operations role within the beauty or haircare industry, as this could provide valuable industry-specific insights and context.

📊 Web Portfolio & Project Requirements

Customer Support Portfolio: Prepare examples of customer support cases that demonstrate your ability to resolve complex issues, manage escalations, and maintain a high level of customer satisfaction.
Process Improvement Projects: Showcase initiatives you've led to improve customer support processes, including data analysis, implementation, and results.
Team Leadership Examples: Provide examples of your team leadership and development efforts, highlighting your ability to motivate and inspire team members to achieve exceptional results.

📝 Enhancement Note: As this role focuses on customer support and operations, a web portfolio is not typically required. However, providing relevant examples and case studies can help demonstrate your skills and experiences more effectively during the interview process.

💵 Compensation & Benefits

Salary Range: €35,000 - €45,000 per year (based on market research for mid-level customer support supervisors in the Amsterdam area)

Benefits:

28 vacation days (plus public holidays)
Bonus scheme based on team performance
Monthly Treatwell voucher (€40)
Pension scheme after the second contract
A pleasant work environment with friendly colleagues and ample room for initiative

Working Hours: Full-time (40 hours per week), with flexible scheduling to accommodate customer support needs and team availability.

📝 Enhancement Note: The provided salary range is an estimate based on market research for mid-level customer support supervisors in the Amsterdam area. The actual salary may vary depending on the candidate's experience, skills, and the company's internal salary structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Beauty and wellness technology, focusing on salon management software and online bookings.

Company Size: Medium-sized (800+ employees) with a strong focus on growth and innovation.

Founded: 2008, with a mission to transform the hair and beauty industry by providing digital solutions for salons and connecting them with customers.

Team Structure:

Customer Experience (CX) Operations: Responsible for customer support, process improvement, and ensuring a seamless customer experience.
International team: Collaborates with local teams to maintain a consistent customer experience across all markets.
Cross-functional collaboration: Works closely with other departments, such as product, marketing, and sales, to align customer support efforts with overall business objectives.

Development Methodology: Agile, with a focus on continuous improvement, data-driven decision-making, and regular feedback.

Company Website: Treatwell

📝 Enhancement Note: Treatwell's company culture emphasizes growth, innovation, and a strong customer focus. This is reflected in the company's mission and the structure of its customer support teams, which are designed to drive continuous improvement and maintain a high level of customer satisfaction.

📈 Career & Growth Analysis

Customer Support Supervisor Role: This role is responsible for leading a team of customer support specialists, driving process improvement, and ensuring exceptional customer service. The ideal candidate will have a strong background in customer support, team leadership, and process optimization.

Reporting Structure: Reports directly to the Customer Experience (CX) Operations Manager and works closely with other CX team members to ensure a consistent customer experience across all markets.

Technical Impact: This role has a significant impact on the customer experience, as it is responsible for driving process improvement, ensuring customer satisfaction, and maintaining a high level of service quality.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to advance to a Customer Experience Manager or similar role, overseeing multiple teams and markets.
Skill Development: This role offers opportunities to develop leadership, data analysis, and process improvement skills, as well as a deeper understanding of the beauty and wellness industry.
International Experience: As part of an international team, there may be opportunities to work with colleagues from other markets and gain exposure to different customer support challenges and best practices.

📝 Enhancement Note: The Customer Support Supervisor role at Treatwell offers opportunities for career growth, skill development, and international exposure. Candidates should be proactive in seeking out these opportunities and demonstrating their potential for advancement.

🌐 Work Environment

Office Type: Modern, collaborative workspace designed to foster innovation and teamwork.

Office Location(s): Amsterdam, Netherlands (with remote work options for some roles)

Workspace Context:

Collaboration: Open-plan offices with dedicated spaces for team meetings and brainstorming sessions.
Tools & Equipment: Access to relevant software, tools, and resources to support customer support activities and process improvement efforts.
Work-Life Balance: Flexible working hours and remote work options to support a healthy work-life balance.

Work Schedule: Full-time (40 hours per week), with flexible scheduling to accommodate customer support needs and team availability. The role may require working evenings, weekends, or holidays as needed to provide 24/7 customer support coverage.

📝 Enhancement Note: Treatwell's work environment is designed to support collaboration, innovation, and a healthy work-life balance. Candidates should be comfortable working in a dynamic, fast-paced environment and be willing to adapt their schedules to meet customer support needs.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call with the Talent Team to discuss the role and assess cultural fit.
First Interview: A more in-depth conversation with the hiring manager or a member of the CX team to discuss your experience, skills, and career goals.
Second Interview: A final interview with the CX Operations Manager to discuss your fit for the role and the team, as well as any remaining questions or concerns.
Onboarding: Once you've been selected for the role, you'll go through an onboarding process to familiarize yourself with the company, team, and customer support tools.

Portfolio Review Tips:

Focus on examples that demonstrate your ability to lead a team, improve customer support processes, and resolve complex customer issues.
Highlight your data analysis skills and ability to use data-driven insights to inform decision-making.
Showcase your communication skills and ability to effectively interact with customers and team members.

Technical Challenge Preparation:

Familiarize yourself with Treatwell's customer support tools and processes, as well as the company's customer experience philosophy.
Brush up on your data analysis skills and be prepared to discuss your approach to process improvement and customer support optimization.
Prepare examples of your leadership and team development efforts, highlighting your ability to motivate and inspire team members to achieve exceptional results.

ATS Keywords: Customer Support, Team Leadership, Process Improvement, Data Analysis, Customer Experience, Customer Service, Operations, Customer Relationship Management, CRM, Agile, Customer Satisfaction, KPI Monitoring, Customer Interaction, Multichannel Support, Customer Retention, Customer Acquisition, Customer Success.

📝 Enhancement Note: The interview process for the Customer Support Supervisor role at Treatwell is designed to assess your leadership, data analysis, and communication skills, as well as your cultural fit with the company and team. Candidates should be prepared to discuss their approach to customer support, process improvement, and team development, as well as their understanding of Treatwell's customer experience philosophy.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

CRM Software: Used to manage customer interactions, track customer history, and monitor customer support performance.
Ticketing System: Used to manage and prioritize customer support tickets, ensuring efficient resolution and high levels of customer satisfaction.
Communication Platforms: Used to facilitate customer interactions across multiple channels, including chat, phone, email, and social media.

Data Analysis Tools:

Business Intelligence (BI) Tools: Used to analyze customer support data, identify trends, and make data-driven decisions.
Spreadsheet Software: Used to manage and analyze data, as well as create reports and presentations.

Project Management Tools:

Project Management Software: Used to manage customer support projects, track progress, and ensure timely completion.
Collaboration Tools: Used to facilitate team communication, collaboration, and knowledge sharing.

📝 Enhancement Note: While the specific customer support tools used by Treatwell are not mentioned, candidates should be prepared to discuss their experience with relevant tools and platforms, as well as their ability to quickly learn and adapt to new technologies.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Putting the customer at the heart of everything we do, ensuring a seamless and enjoyable customer experience.
Continuous Improvement: Regularly reviewing and improving our processes to drive customer satisfaction and operational excellence.
Collaboration: Working closely with other departments and teams to ensure a consistent and high-quality customer experience across all touchpoints.
Empowerment: Encouraging team members to take ownership of their roles and make decisions that drive customer success.

Collaboration Style:

Cross-Functional: Working closely with other departments, such as product, marketing, and sales, to align customer support efforts with overall business objectives.
Data-Driven: Using data and insights to inform decision-making and drive continuous improvement.
Agile: Adapting quickly to change and embracing a test-and-learn approach to customer support and process improvement.

📝 Enhancement Note: Treatwell's customer support culture is centered around a customer-centric approach, continuous improvement, and collaboration. Candidates should be prepared to discuss their experience with these values and how they have applied them in previous roles.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Volume: Managing a high volume of customer contacts across multiple channels, ensuring efficient resolution and high levels of customer satisfaction.
Process Optimization: Identifying and addressing bottlenecks and inefficiencies in customer support processes to improve service quality and reduce response times.
Customer Expectations: Meeting and exceeding customer expectations in a dynamic and evolving market, where customer preferences and behaviors are constantly changing.
Team Leadership: Motivating and developing a team of customer support specialists, fostering a customer-centric culture and driving exceptional performance.

Learning & Development Opportunities:

Leadership Development: Gaining experience in team leadership, process improvement, and data-driven decision-making to advance your career in customer support or a related field.
Industry Knowledge: Developing a deeper understanding of the beauty and wellness industry, as well as the specific challenges and opportunities faced by salon partners and customers.
International Exposure: Working with colleagues from other markets and gaining exposure to different customer support challenges and best practices to expand your global perspective.

📝 Enhancement Note: The Customer Support Supervisor role at Treatwell presents a range of technical challenges and learning opportunities, from managing customer volume and process optimization to team leadership and international exposure. Candidates should be proactive in seeking out these opportunities and demonstrating their potential for growth and development.

💡 Interview Preparation

Technical Questions:

Customer Support: Describe your approach to customer support, including your strategies for managing customer interactions, resolving complex issues, and maintaining high levels of customer satisfaction.
Process Improvement: Walk us through a customer support process you've improved in a previous role, highlighting your data analysis skills, problem-solving approach, and the results you achieved.
Team Leadership: Share an example of a team you've led, discussing your approach to motivation, development, and driving exceptional performance.

Company & Culture Questions:

Customer Experience: How do you ensure a seamless and enjoyable customer experience across multiple touchpoints and channels?
Customer Support Tools: Describe your experience with customer support tools, such as CRM software, ticketing systems, and communication platforms. How have you used these tools to drive customer satisfaction and operational excellence?
Treatwell Culture: How do you align with Treatwell's customer-centric values, continuous improvement mindset, and collaborative approach to customer support?

Portfolio Presentation Strategy:

Customer Support Examples: Highlight examples of your customer support work, including complex issue resolution, process improvement, and team leadership efforts.
Data Analysis: Showcase your data analysis skills, using visualizations and insights to tell a story and drive decision-making.
Customer Experience Focus: Demonstrate your ability to put the customer at the heart of everything you do, ensuring a seamless and enjoyable customer experience across all touchpoints.

📝 Enhancement Note: The interview process for the Customer Support Supervisor role at Treatwell is designed to assess your customer support, process improvement, and team leadership skills, as well as your cultural fit with the company and team. Candidates should be prepared to discuss their approach to customer support, process optimization, and team development, as well as their understanding of Treatwell's customer experience philosophy.

📌 Application Steps

To apply for this Customer Support Supervisor position at Treatwell:

Submit Your Application: Click the "Apply Now" button on the job listing to submit your resume and cover letter.
Prepare Your Portfolio: Gather examples of your customer support work, process improvement initiatives, and team leadership efforts, highlighting your skills and accomplishments in each area.
Research Treatwell: Familiarize yourself with Treatwell's customer support tools, processes, and customer experience philosophy to ensure a strong fit for the role and the team.
Prepare for the Interview: Review the interview process and technical challenge preparation tips provided above, and practice your responses to common customer support, process improvement, and team leadership questions.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Supervisor