Jobbeschreibung
About Bascom
Bascom is a stable, remote-first e-commerce company that sells high-quality, self-install security camera systems to consumers and SMEs. We combine a technically solid product with expert-level, personal support. Our international remote customer support team (13 FTE) is experienced, close-knit, and deeply invested in doing things well.
Your Role as Customer Support Team Lead
We're looking for a proactive and people-focused leader who is ready to elevate our Customer Support function to the next level. In this role, you won't just lead day-to-day operations, you'll design and implement scalable processes, establish a quality standard, and create the foundations for a modern, future-proof support organization.
You'll combine a strategic mindset with hands-on execution: streamlining workflows, documenting knowledge and procedures, and selecting the right tools and systems to support our growth. You'll also play a key role in connecting our remote team, fostering strong collaboration, and maintaining a high level of team engagement.
What You'll Do
Process & Strategy
- Design and implement scalable support processes that improve efficiency and quality
- Create and maintain clear, future-proof documentation and knowledge bases
- Introduce and manage tools to support modern, omnichannel support operations
- Define and roll out a quality framework for customer interactions and case handling
- Identify and drive process improvements across the customer journey
- Track KPIs, monitor trends, and proactively address operational risks
- Act as the cross-functional link between support, logistics, fulfillment, and product
Team Leadership
- Coach, mentor, and support the development of a skilled, autonomous remote team
- Facilitate connection and engagement across locations and cultures
- Cultivate a people-first, feedback-driven, service-oriented team culture
- Lead team rituals (stand-ups, retros, training moments) and internal knowledge sharing
- Support the emotional and professional well-being of a remote team
Operational Oversight
- Oversee and improve the daily running of the Customer Support team (scheduling, workflow, SLA adherence)
- Act as the point of contact for external fulfillment and logistics partners
- Coordinate issue resolution for returns, delays, and technical faults
- Ensure technical trends are spotted early and knowledge is updated accordingly
About You
- Experience as a team lead in customer support (ideally technical and/or e-commerce, remote setting is a big plus)
- Strong communicator with a service mindset and cross-cultural sensitivity
- Able to build and optimize processes, document clearly, and lead change with empathy
- Fluent in English; Dutch, German or French is a strong advantage
What You'll Bring
- 2+ years experience in a leadership role within support or service environments
- A structured, coaching leadership style focused on team growth and improvement
- Experience in building and optimizing support processes and implementing tools
- Motivation to build a high-performing, remote-first team while preserving trust and autonomy
The ideal candidate? Someone with experience who wants to build more than just a support team. Someone who wants to shape how we work, connect, and grow as a support-driven organization.
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