In this role you report directly to the Head of Operations and basically what you’ll be doing is:

Source of information for agents
Coaching en assist agents
Help to build awesome support and reviews
Build up the international E commerce CS flow
Build-up & optimize the E commerce CS processes & guidelines
Building standards that we can clone to our new brands
Continuously analyzing and optimizing the Customer Service data in order to be able to solve future customer questions even better and quicker.
Solving ad-hoc problems and thinking of long term solutions in order to be able to tackle possible future problems in advance
Translating the CS issues to the brands owners in order to improve service and products for the Whales
What you will bring to the table:

Minimum of two to three years of experience as an agent
Two to five years of working with Zendesk
one or two years experience as a Customer Service Support Manager/Customer Care Manager
Ability to work under pressure especially in a changing environment
A real teamplayer
Near fluent in Dutch and English
Experience in a (tech) start-up and Ecommerce environment

Job Category: Superfan Experience
Job Type: Full Time
Job Location: 100% Remote

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