Director of Customer Service

Who you are:  

• You ideally have an educational background in business or economics  

• You have worked in a fast-paced environment or a scale-up before 

• You have significant relevant work experience and at least 7 years of senior leadership experience in the field of Customer Service or Customer Experience  

• You have experience designing and executing a customer service strategy on internal customer service and external BPO partners 

• You want to work with people, have a strong empathy and great communication skills  

• You are hands-on, solution-oriented and focus on customer centricity 

• You are data-driven and have strong analytical skills  

• You are fluent in English 
  
  

What you will do: 

• You take over the strategic leadership of the customer service organization and closely collaborate with the customer service leadership team on providing an outstanding customer experience 

• You act as a trusted partner to the Founders and the rest of the Leadership Team on all customer service topics 

• You represent and advocate for the department in company leadership discussions 

• You provide knowledge and guidance while developing your team members  

• You ensure that the customer service department is set-up for growth and are responsible for reviewing and establishing operational KPIs (current and aspirational ones);

• You include and act upon non-operational, customer-experience KPIs (most importantly CSAT) 

• You continuously optimize and improve processes within the current setup and independently investigate new potential projects to work on together with your team