Team Lead Customer Support (french speaking)

This Is What Your Role Looks Like

Are you a natural leader who thrives in a fast-paced, people-first environment? At Basic-Fit, we are looking for an energetic and driven Team Leader to guide our multicultural Customer Support Team to new heights. In this role, you will be the daily anchor for your team: coaching, motivating, and developing agents to deliver world-class service to millions of members across Europe.

You will be responsible for ensuring operational stability, monitoring KPIs and SLAs, and creating a positive team culture where everyone can grow. If you love combining people leadership with operational excellence, this is your next challenge.

Your Responsibilities

• Act as an ambassador for Basic-Fit, embodying our BASIC values in every interaction.
• Ensure consistent team performance through regular monitoring, one-on-one meetings, feedback, and coaching sessions.
• Manage and support Customer Support agents to guarantee efficient operations and world-class service in line with protocols and procedures.
• Keep the team motivated by maintaining high standards of quality and productivity at all times.
• Ensure all KPIs and SLAs are met, and communicate daily and monthly performance results clearly to the team.
• Foster a positive, inclusive, and supportive work environment where every team member feels valued.
• Organise your own workload effectively to make room for your personal growth and development.

Who Are You?

You are a hands-on people leader who gets energy from developing others and raising the bar together. You know how to stay calm under pressure, communicate with empathy, and keep a diverse team aligned and engaged - even on the busiest days.

Additionally, we are looking for someone who is:

• Experienced in leading and motivating a team for at least 1 year, preferably in a demanding customer service environment.
• Highly responsible with a proactive mindset - you spot issues before they become problems.
• Strong in customer service and interpersonal skills, and able to act with tact, sensitivity, and diplomacy.
• Excellent at organising your own work and leading by example, with the ability to learn quickly and adapt to changes in procedures and technology.
• (Near-)native in French and English; Spanish is a strong advantage.
• Flexible to work within our operating hours: Monday to Saturday, between 07:30 and 19:00.

What We Offer You

At Basic-Fit, it's not just about work - it's about your growth. As Team Leader Customer Support, you'll have the freedom to make a real impact and develop yourself in a dynamic, international environment.

What you can expect from us:

• Learning & Development: Unlimited access to GoodHabitz and LinkedIn Learning.
• Career Growth: Plenty of opportunities for professional and personal development.
• Work Culture: An informal, international, and down-to-earth environment. We value collaboration - 4 days in the office, 1 day from home.
• Innovation: Your ideas contribute directly to strategic projects.
• Perks & Benefits: Travel allowance, bike plan, health insurance discounts, remote work allowance, and a pension plan (52% contribution by Basic-Fit).
• Fitness: Access to our gym at HQ.

About Basic-Fit

Basic-Fit is Europe's leader in the value-for-money fitness market, with more than 4.7 million members across 1,650+ clubs in 6 countries. 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:

• Work with Impact: What you do makes a difference. We don't just work for our members, partners, and teams - we work with them.
• Collaboration: Everyone works together to achieve goals and celebrate success.
• 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? Feel free to contact Kerensa at [email protected].