Customer Support Team Lead

About us

Rentman is a B2B SaaS scale-up building a smart, powerful operations management platform to support event and media production teams. Our users plan everything from small shoots to massive festivals in 70+ countries, and they all rely on Rentman to keep their gear, people, and timing perfectly in sync. We’re based in Utrecht (NL) with a second office in Toronto (CA), and our 100+ team members work in a culture that’s open, flat, and inclusive, where curiosity drives us, ownership matters, and everyone has the freedom to challenge ideas and make an impact. Check out our public roadmap to see what’s coming next!

Mission of this role

Lead Customer Support across EU and NA and own the machine that keeps our brand promise "We got your back" - real at scale. That means fast, consistent, high-quality support week in, week out: building the weekly capacity plan, reallocating live when leave, sickness, or volume shifts, and keeping tooling, reporting, and escalations sharp.

You set the annual goals for Support, translate them into quarterly priorities, and actively drive automation and AI to maximize efficiency. You're an operator first - hands-on and close to the queue, not a corporate delegator. Calm under high-season pressure, a genuine coach for junior agents, and someone who ships small wins fast and scales what works. You communicate clearly across cultures and time zones, and you make the promise deliverable every week. Ready to own the operation that keeps Rentman's customers covered?

What you'll do

• Own the weekly capacity and coverage plan across languages, channels, and time zones - and reallocate in real time when volume, leave, or sickness shifts the picture.

• Serve as the central point of contact across Sales, CSM, Product, Knowledge, and Professional Services - facilitating smooth cooperations.

• Drive customer satisfaction through every season, holding CXI at or above target and ensuring fast, consistent support is never a casualty of peak demand.

• Build a resilient, self-sufficient operation - direct control over Zendesk and Aircall configuration and reporting, no bottlenecks, no dependencies.

• Shape the team's AI and automation roadmap, turning efficiency opportunities into shipped improvements that let Support scale without scaling headcount.

• Lead a team people want to stay on - coaching junior agents, developing talent across critical languages, and working toward an eNPS that reflects a genuinely healthy culture.

• Partner with leadership to set annual goals for Support, translate them into quarterly priorities, and make the case for what the team needs to deliver.
  

  

Who are you

• 3+ years leading a customer support team, with direct accountability for performance, staffing, and day-to-day operations - not just senior agent experience.

• Hands-on administrator of Zendesk and Aircall (or close equivalents) - you've built the dashboards, made the configuration changes, and owned the reporting yourself.

• Proven workforce planner - you've owned weekly capacity and coverage across languages and channels, and you're comfortable reallocating in real time when things shift.

• Fast recovery track record -  when KPIs slip, you diagnose and act within the week or quarter, not the next planning cycle.

• Clear, confident communicator in English across cultures and time zones - you write and speak in ways that land, whether you're coaching an agent or presenting to leadership.

• Self-directed and hands-on - you stay close to the queue, keep calm when things get busy, and naturally take ownership of what's yours.

• A natural fit for how we work - curious about what's not working, collaborative across team boundaries, and someone who takes ownership seriously and ships rather than theorises.
  

Nice to haves

• An additional European language - Dutch, German, French, Italian, or Spanish.

• Exposure to the AV, rental, events, or broadcast industry.

• Hands-on experience with AI and automation deflection - chatbots, self-serve, or agent-assist.

• Experience designing a quality programme around ticket handling and customer responses.

• Multi-region coverage experience spanning EU and NA time zones.

• Basic HTML/CSS and familiarity with Jira.

What you’ll get

• An ambitious, inclusive, diverse international team

• Competitive salary (+8% holiday benefit), based on experience

• A “13th month” annual bonus based on company results

• 25 days of paid vacation, plus one extra day off each year up to your 5th year anniversary

• A paid 4-week sabbatical after 5 years to go on an adventure

• A shiny Windows, Linux or Mac of your choice

• An annual training budget to boost your skills

• A pension plan via BrightPensioen

• Access to OpenUp for mental well-being and personal growth

• Sports activities (Rentman football team, squash and padel) and an Urban Sports fitness subscription

• An OV Business card if you live further than 10km away from the office

• A flexible and engaging work environment with free lunches, office perks (PS5, Ping Pong, D&D), legendary karaoke parties, and various team activities

• An amazing office in the heart of Utrecht, Netherlands, at the historical Drift 17

Our process

Here’s a breakdown of our recruitment process:

• Call with recruiter about the role (30 mins)

• Past experience & culture interview (60 mins)

• Take-home assignment (max 120 mins)

• Final skills interview at our office with your future manager (60 mins)
  

Apply now by using the apply button! For questions or additional information, contact us at work@rentman.io

At Rentman, we celebrate diversity and are committed to creating an inclusive environment for all employees. We believe that our differences make us stronger and strive to foster a workplace where everyone feels valued and respected.