Skip to content

Team Lead Customer Care

  • Hybrid
    • Rotterdam, Zuid-Holland, Netherlands
  • Customer Care

Lead and scale our Customer Care team, optimize processes and AI tools, and directly shape the customer experience at a fast-growing healthtech scale-up.

Job description

Introduction

Our Customer Care team is growing fast — so fast that it has become too large to be managed directly by our COO. That’s why we’re now looking for an experienced Team Lead Customer Care who can take ownership of the team, bring structure, and build a scalable operation. You’ll ensure customers are better supported, processes run smarter, and the team can grow to the next level. A role with lots of ownership and direct impact on both the customer experience and the growth of Wellis.

About Wellis

Wellis is a fast-growing healthtech scale-up that is reinventing one of the most traditional sectors: healthcare. What started just three years ago has already grown into a company with tens of thousands of customers, and we are only at the beginning. By combining medical expertise with technology and data, we make healthcare smarter, more efficient, and more personal.

Our mission is to improve everyday lives by making care accessible, personal, and seamless. Through our platform, people can take control of their health journey with trusted medical support, smart digital tools, and tailored programs. We move fast, challenge conventions, and build solutions that truly make an impact, because we believe better healthcare should be within everyone’s reach.

About the Role

As Team Lead Customer Care, you’ll own all customer contact processes. You’ll build a scalable service operation that prevents questions before they arise, maximizes self-service, and smartly deploys our AI chatbot. You’ll translate data and customer feedback into process and product improvements, manage a team that will grow from 3 to around 10 Customer Care Specialists, and work closely with Medical Operations, Tech, and Marketing.

Key Responsibilities

  • Prevent customer questions & increase self-service through clear communication, FAQs, and intuitive flows.

  • Optimize AI chatbot & tooling (conversational design, training, KPIs) for 24/7 first-line support.

  • Design, measure, and improve processes (Lean/Agile) across email, chat, phone, and social.

  • Lead & coach the team: hiring, onboarding, 1-on-1s, performance reviews, and fostering continuous learning.

  • Safeguard quality & compliance: tone of voice, SLAs, GDPR/IGJ guidelines, and incident management.

About Your Team

You’ll report to Remco (COO) and work closely with Medical Operations, Tech, and Marketing. Your direct team consists of three Customer Care Specialists (growing to around ten), while you’ll also collaborate frequently with our Content Marketer, Designer, and Data Lead. Your manager, Remco, brings broad operational experience and sees this role as strategically important for Wellis’ growth.

A Week in the Life @ Wellis

  • Monday: Kick off the week with your team stand-up, review last week’s customer feedback, and launch a new improvement initiative.

  • Tuesday: Collaborate with Tech on a new chatbot feature and train your team in a new flow.

  • Wednesday: Analyze KPIs and share insights with Marketing and Medical Operations.

  • Thursday: Run 1-on-1s with team members and coach them on tone of voice and service skills.

  • Friday: Brainstorm with the MT about scalability and celebrate successes with your team during the Friday drinks.

Job requirements

Who You Are

  • Master’s degree in Business Administration, (Technical) Commercial Economics, Communication, or Industrial/UX Design.

  • ~5 years of experience in customer care/operations, including at least 2 years in a leadership role.

  • Experience with customer service platforms (Zendesk, Freshdesk, Intercom).

  • Skilled in KPI dashboards & automation (Power BI, Looker, Zapier).

  • Experience with AI chatbots (Dialogflow, Rasa, LivePerson).

  • Plus: background in e-commerce, digital health, or direct-to-consumer.

  • Competencies: process- & data-driven, analytical, people manager, strong communicator, hands-on.

  • Languages: Dutch (C2), English (C1). German or French is a plus.

What We Offer

  • The chance to help build a fast-growing healthtech scale-up from the inside.

  • Lots of ownership and freedom to execute your own ideas.

  • A young and ambitious team where you can learn from experienced colleagues while making direct impact yourself.

  • A culture of short communication lines, speed, and continuous improvement.

  • Growth opportunities toward a broader “Head of…” role.

  • A hybrid work model: from our new Rotterdam office and partly remote.

Hiring Process

We want the application process at Wellis to be fast, transparent, and personal. Here’s what to expect:

  • Application via our website – leave your details and we’ll be in touch shortly.

  • Introductory call with Tim (Talent Acquisition) – an informal online chat to get to know you and answer your questions.

  • Interview with Remco (COO) – an in-depth conversation about the role, your experience, and Wellis’ ambitions.

  • Case & presentation – you’ll prepare a case and present it to Remco and 2 MT members.

  • Final conversation with the founders – the last step to really get to know each other.

We keep the process compact and clear: you’ll always know what to expect and get a real sense of our team before making your decision.

or