Leaseweb

Customer Support

• Act as the primary point of contact for customers with service-related requests, technical questions, or administrative needs.
• Assess customer situations and gather necessary information.
• Respond to routine inquiries and coordinate with internal teams when specialized expertise is required.
• Receive technical and non-technical inquiries through phone, email, chat, and the ticketing system.
• Analyze, categorize, and prioritize requests based on their nature, urgency, and potential impact.
• Resolve routine inquiries using available procedures, systems, and internal resources.
• Route specialized requests to the appropriate team.
• Maintain ownership and visibility of assigned tickets until resolution.
• Follow up with internal teams and keep customers informed of request progress.
• Recognize multi-issue situations and escalate urgent, complex, or unresolved matters.
• Build professional, consistent, and personalized customer relationships.
• Identify recurring issues, documentation gaps, and process improvement opportunities.
• Potentially assume broader cross-functional responsibilities as the customer service model evolves.

Customer Service Representative

Business Analyst

• Act as a bridge between developers and business stakeholders by translating business needs into data requirements
• Design, test, and implement KPIs, metrics, and data models
• Develop interactive dashboards and reports
• Support implementation and adoption of reporting tools, including training and documentation
• Contribute to building a data-driven culture across the organization
• Analyze business KPIs including sales pipeline, revenues, costs, and churn
• Highlight key performance trends
• Prepare and present actionable insights to senior stakeholders
• Identify and improve business processes based on analytical findings
• Support business cases with data models and provide insight-driven recommendations
• Flag and resolve data quality issues affecting business reporting
• Collaborate with business units and development teams to turn data into actionable insights and data products
• Take end-to-end responsibility from data requirement translation to communicating analytical findings

Operations

• Define and implement the Operations Department strategy through effective direction and resource management to achieve company targets
• Oversee daily operations of Leaseweb NL
• Drive NPS and customer satisfaction
• Develop the organization and facilitate employees’ personal and professional development
• Evaluate overall performance by gathering, analyzing, and interpreting data and metrics
• Develop, safeguard, and transfer/share account intelligence, domain, and market knowledge
• Lead 4 direct reports across DC Operations, Customer Care, CSD, and Customer Success Management
• Manage a team of approximately 100 people based in Amsterdam and Haarlem
• Work closely with the Sales organization
• Report to the Managing Director NL and participate in the Leaseweb NL management team

Customer Service Representative

Business Analyst

Operations Director