This Is What Your Role Looks Like
We are looking for a motivated and hands-on Team Lead Customer Support who thrives in a fast-paced, 24/7 environment. In this role, you’ll lead our Intercom Support team, ensuring they provide the best possible support to both club members and staff. You will be responsible for coaching, coordinating, and developing your team, while also managing and escalating incidents reported from our clubs.
With your leadership skills, problem-solving mindset, and operational insights, you’ll play a crucial role in ensuring smooth and efficient support processes.
Your Responsibilities
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Lead, coach, and manage a team of Intercom agents to ensure high-quality support.
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Distribute workloads effectively and ensure KPIs like ‘time to respond’ and ‘handle time’ are met.
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Handle escalations and support your team in resolving complex customer and club-related issues.
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Monitor and improve the quality of customer interactions through feedback and coaching.
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Conduct performance reviews and manage HR-related matters such as development plans.
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Oversee incident management, ensuring reports from both members and staff are handled efficiently.
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Drive operational improvements and optimize workflows for better efficiency.
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💡 About 30% of your time will be spent handling intercom requests and club incident reports yourself, keeping you closely connected to the team’s daily challenges.
Who Are You?
You are a strong leader and problem-solver who enjoys working in a dynamic 24/7 environment. You know how to motivate and develop a team while maintaining a structured and efficient workflow.
Additionally, we’re looking for someone who is:
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Experienced in leadership, preferably within customer support.
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Knowledgeable in customer service workflows, ideally with Intercom experience.
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A strong communicator and coach, able to guide and develop a team.
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Solution-oriented, with the ability to handle escalations effectively.
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Resilient and flexible, capable of working in a 24/7 shift environment.
What We Offer You
At Basic-Fit, it’s not just about work, it’s about your growth. As a [job title], you’ll have the freedom to make an impact and develop yourself in a dynamic environment.
What you can expect from us:
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Learning & Development: Unlimited access to GoodHabitz and LinkedIn Learning.
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Career Growth: Plenty of opportunities for professional and personal development.
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Flexibility: Hybrid working (3 days in the office, 2 days remote).
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Work Culture: An informal, international, and down-to-earth environment.
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Innovation: Your ideas contribute to strategic projects.
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Perks & Benefits: Travel allowance, bike plan, health insurance discounts, remote work allowance, and a pension plan (52% contribution by Basic-Fit).
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Fitness: Access to our gym at HQ.
About Basic-Fit
Basic-Fit is Europe’s largest low-cost, high-value fitness chain, with more than 4 million members across 1,500+ clubs. We are continuously growing and improving. If you’re looking for a place where you can make an impact while having fun at work, you’ve come to the right place!
What Makes Us Unique?
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Work with Impact: What you do makes a difference. We don’t just work for our members, partners, and teams—we work with them.
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Collaboration: Everyone works together to achieve goals and celebrate success.
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Diversity & Inclusion: We welcome everyone into our workplace.
🎯 Apply Now!
Ready for your next adventure? Click the Apply button, and we’ll get in touch with you as soon as possible.
Questions? Contact Kerensa (Corporate Recruiter) at [email protected].
Top Skills
What We Do
Founded in 2013, Basic-Fit is proud to have more than 3,75 million members in more than 1,400 clubs across the Netherlands, Belgium, Luxembourg, France, Spain, and Germany. Thanks to our fast growth we can call ourselves Europe’s value-for-money fitness leader.
Our mission is to make fitness accessible. We believe that everyone who wants to get fit should be able to have access to fitness. With around 8,000 employees, we operate a simple membership model that provides a fitness experience that is both affordable and accessible. Our values are already represented in our name - B(Be), A(Accessible), S(Smart), I(Inclusive), and C(Committed).
Our European HQ is located in Hoofddorp, the Netherlands, right outside of Amsterdam. We’re always looking for enthusiastic employees in both our clubs and HQs who share our passion for fitness and want to contribute to our fast-growing international company. Besides transparency, innovation is one of our top priorities.
Are you proactive, have an open-minded personality, and are down to earth? Then you'll fit right in with us. GO FOR IT!
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