Head of Customer Experience

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Head of Customer Experience

We're looking for someone to be our customer champion at every touchpoint of their riding journey. 

FULL-TIME · AMSTERDAM

We're looking for someone we can trust to lead our growing Global Customer Support team to make sure that every rider or potential is satisfied with every VanMoof interaction, no matter what the channel.

Key Responsibilities:

  • Customer Experience - Ensure the quality of customer contact is at the highest possible level for every customer, 7 days a week, anywhere in the world.

  • Leadership - Lead the Global Support team to make sure every customer gets an answer within 24 hours, regardless of how they contact us.  

  • Social Media - Proactive social media support to satisfy our customers with timely and high quality answers and comments.

  • Sales - Enable a frictionless sales channel to make sure all potential riders become riders, especially after website/Brandstore visits. 

  • Aftersales - Provide support to existing riders and ensure any issues are fixed quickly and effectively, so that they become a VanMoof rider for life. 

  • Information - Keep all information in VanMoof’s FAQ and databases up to date.

  • Bike Hunting - Guide and empower our Bike Hunters to recover stolen Smartbikes and return them to their rightful owners.

  • Reporting - Regular and accurate reporting of satisfaction levels to wider business, and any product issues to R&D and Fulfilment teams so we can be better. 


Requirements:

First, the practical ones:

  • Minimum of a Bachelors degree. Feel free to surprise us with what you studied. 
  • Minimum of two years experience managing and leading a Customer Support team. 
  • World-class communication skills, both written and oral, in English and ideally Dutch. If you can speak German, even better.
  • Buckets of confidence using digital tools.
  • An internal desire to make things better, every single day.


Now, the touchy-feely ones:

We want someone who wants to change the world with us.

We want to make the world a better place with our bikes. We’re after someone who will go the extra mile to take our bikes to the people, get more bums on bikes, and keep our riders smiling even when things go wrong.

You’ll need to be as stubbornly focused as we are.

We do more with less here, but it can be chaotic. We need you to be a cool head when things get crazy so that we maintain our focus on happy riders today, and tomorrow.

And you'll need to be damn inventive.

Every day at VanMoof there are curveballs, and you will need to call on your creativity and problem solving skills to find a solution. Don't worry, we back you.

Applications close Friday 27th January, so be quick.

Who are we?

We’re a team of riders, designers, dreamers, and doers united by one goal - to help people get around their city faster, smarter, happier, and in utmost style. We’re spread across Amsterdam, Berlin, Brooklyn, Tokyo and Taipei but you’d be joining us in our Amsterdam HQ.