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1 month ago

Job Summary

To lead our Customer Service Department, we are looking for a Director/VP Customer Service (f/m/x) who is passionate about building an outstanding customer experience through a customer-centric mindset, while positively impacting on the environment. You will design and establish a best-in-class Customer Service Strategy, while also acting as a sparring partner to the key Leadership Team for all Customer Service-related topics.

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 7 years

Job Description/Requirements

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  

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