As a Mid-Senior level Customer Service and General Business professional, we are seeking an experienced leader to head our Customer Care team.
Key Responsibilities:
* Lead and expand the Customer Care team across three markets.
* Maintain a high Net Promoter Score (NPS) of 4.7 through exceptional customer treatment.
* Develop and implement efficient processes for the Care team and markets.
* Transition to a ticket-based Care system, ensuring scalability without compromising quality.
* Own automation and customer/team data insights for further growth.
Requirements:
* 5+ years of experience in a top-performing Care/Customer Success department for a leading digital company.
* Experience implementing Care-related tools and systems, as well as setting up automations.
* Entrepreneurial spirit with a passion for building companies, solving complex problems, and thriving in fast-growing environments.
* Strong leadership skills with the ability to develop talented team members and help them improve.
* Growth mindset with a keen interest in learning new things, sharing knowledge, and adapting to change.
* Excellent work ethic with a strong professional pride in delivering high-quality results.
* Strategic, structured, and rigorous approach to developing clear strategies and priorities.
* Fluency in French or Dutch (ideally both), and English.
Benefits:
* Cool offices with opportunities for remote work.
* Flexible work schedule with the possibility of working from home up to two days a week.
* Top-range tools, including MacBook, computer screen, and iPhone.
* Learning opportunities, empowerment, and hands-on experiences.
* Friendly, fun, and transparent work environment with regular team lunches and events.