Team lead Support

About BlueRock TMS
BlueRock TMS is committed to driving customer success through innovative technology solutions. As a leader in transportation management systems, we pride ourselves on our ability to deliver value through product-driven strategies and best-in-class customer service.

Role Overview

As Team Lead Support, you will play a key role in scaling and professionalising our customer support organisation. You are responsible for the day-to-day leadership of the support team, while also shaping processes, tooling and ways of working that will support our growth in the coming years.

You combine hands-on operational leadership with a strong improvement mindset. You know how to balance customer satisfaction, team wellbeing and scalability in a fast-growing SaaS environment.

Key Responsibilities

 Operational leadership & service delivery

• Lead and coach the Support team on a daily basis

• Ensure timely and high-quality handling of customer tickets

• Proactively manage backlog, priorities and escalations

• Act as the point of contact for critical incidents and high-impact cases

SLA & performance management

• Own and manage SLA performance and service levels

• Monitor and improve key support KPIs such as response time, resolution time and backlog health

• Communicate clearly with internal stakeholders and customers in case of incidents or SLA breaches

People management & team development

• Coach, support and develop support engineers

• Set goals, provide feedback and conduct performance reviews

• Take ownership of onboarding and continuous training

• Maintain a healthy balance between performance, quality and workload

Process optimisation & scalability

• Standardise and continuously improve support processes (triage, categorisation, communication, documentation)

• Analyse ticket volumes, patterns and bottlenecks

• Drive structural improvements and prevent recurring issues

Knowledge management & self-service

• Build and maintain a scalable knowledge base

• Promote reusability of solutions and documentation

• Increase first-contact resolution and self-service adoption

Tooling & data ownership

• Own and optimise our support tooling (HubSpot)

• Improve automation, workflows, reporting and data quality

• Translate data into insights and actionable improvements

Capacity planning & growth

• Plan capacity and skills for short- and mid-term growth

• Prepare the support organisation for customer and company growth

• Explore outsourcing options where it makes sense

Cross-functional collaboration

• Act as the bridge between Support, Development/Product and Customer Success

• Provide input on product quality, customer pain points and improvement opportunities

Success Metrics

You will be successful in this role if you consistently achieve:

• Consistent SLA performance and high customer satisfaction

• A motivated, well-trained and scalable support team

• Clear visibility into support performance through KPIs

• Fewer recurring issues thanks to structural improvements

• A support organisation ready to scale with the company

Qualifications

• 3-5 years of experience in a SaaS support or service environment

• Experience in a leadership or senior support role

• Strong analytical skills and a data-driven mindset

• Experience with support tooling (HubSpot is a plus)

• Excellent communication skills in English (written and spoken)

• Comfortable operating in a scale-up environment with changing priorities

What We Offer

• A competitive salary and benefits package.

• A dynamic, global work environment in a fast-growing SaaS company.

• Opportunities for professional development and career growth.

• Flexibility in working arrangements.

Hiring process

1. Apply
   Click the “Apply” button to join our talent pool — you’re officially on our radar!

2. Initial Contact
   If we see a potential match, we’ll invite you for a short video call to get to know each other.

3. Interviews
   Through a series of interviews, we’ll explore how we can create a win-win by learning more about each other.

4. Offer
   If it’s a match, you’ll receive a job offer and can prepare for an exciting journey with BlueRock TMS!

BlueRock TMS is an equal opportunity employer. We take pride in our diverse workforce and inclusive workplace. Within our small team of open-minded professionals, we foster the kind of engaging learning environment you’ve been looking for!