Head of Operations and Customer Support
via Embark HR Consultancy & Recruitment Services
Région
Bruxelles
Contrat
Durée indéterminée
Our client is an innovative start up who developed an entirely new digital process and shopping mobile app that makes it easy for travellers to get tax refunds on their shopping bills. We are now looking to recruit a Digital oriented Head of operations and customer support. (COO)
This is a great opportunity for anyone who wants to engage with a global audience.
We are looking for a Head of Operations and Customer Support to help our teams deliver a customer support experience that delights our users, scales globally with our growth, and helps us drop our costs.
The role is a unique opportunity to join a fast-growing company refunding travellers coming to Europe from all continents.
You will be leading, developing, and building teams that are focused on these challenges, as well as partnering with the marketing, product and engineering teams.
Working from our Brussels office, your responsibilities include defining a comprehensive operations and customer support strategy and plan and driving its execution.
Sharing your insights as a key staff member, you will help shape not only the strategy and the product, but also the company and culture.
This is a great opportunity for anyone who wants to engage with a global audience.
We are looking for a Head of Operations and Customer Support to help our teams deliver a customer support experience that delights our users, scales globally with our growth, and helps us drop our costs.
The role is a unique opportunity to join a fast-growing company refunding travellers coming to Europe from all continents.
You will be leading, developing, and building teams that are focused on these challenges, as well as partnering with the marketing, product and engineering teams.
Working from our Brussels office, your responsibilities include defining a comprehensive operations and customer support strategy and plan and driving its execution.
Sharing your insights as a key staff member, you will help shape not only the strategy and the product, but also the company and culture.
Description de la fonction
- Strategically lead and develop the Operations and Customer Support function to enhance performance by setting clear accountable performance measures.
- Lead, grow and build the teams needed for the operations and support functions as they cover topics such as process workstreams (profile validation, invoice verification, payments), content creation, self-serve support, communication channels, compliance and fraud detection, operational reporting, AI automation and the product quality feedback loop.
- Partner with the marketing, product and engineering teams to build a globally scalable model. For that purpose, use customer insight and root cause analytics to identify companywide improvements to translate into tech solutions.
- Set, monitor and gradually move operational and customer satisfaction metrics such as contact rates, document validation time, CS cost per trip, CSAT and NPS.
- Identify and recommend new tools, technologies, policies and outsourcing services to better serve our users.
- Develop and implement methods to record, assess, and analyze customer feedback.
- Develop and implement SOPs, training and quality assurance programs for new hires and experienced employees.
- Draft and implement the department’s budget.
- Act as the voice of the customer across the organization.
- Lead, grow and build the teams needed for the operations and support functions as they cover topics such as process workstreams (profile validation, invoice verification, payments), content creation, self-serve support, communication channels, compliance and fraud detection, operational reporting, AI automation and the product quality feedback loop.
- Partner with the marketing, product and engineering teams to build a globally scalable model. For that purpose, use customer insight and root cause analytics to identify companywide improvements to translate into tech solutions.
- Set, monitor and gradually move operational and customer satisfaction metrics such as contact rates, document validation time, CS cost per trip, CSAT and NPS.
- Identify and recommend new tools, technologies, policies and outsourcing services to better serve our users.
- Develop and implement methods to record, assess, and analyze customer feedback.
- Develop and implement SOPs, training and quality assurance programs for new hires and experienced employees.
- Draft and implement the department’s budget.
- Act as the voice of the customer across the organization.
Profil
Minimum 5+ years of experience preferably with combined exposure to consulting and/or similar role in a dynamic entrepreneurial environment.
- Strong analytical and business backgrounds as well as an understanding of operations and customer service in a digital service environment.
- Strong written and verbal communicator with excellent presentation and writing skills.
- Experience working cross-functionally with multiple departments in consumer tech.
- Ability to multi-task by organizing and prioritizing work and coordinate required support across various functions to achieve project goals and objectives.
- Fluency in both English and French is mandatory.
How you need to be:
- You place customers first, customer satisfaction is prime.
- Living and breathing operations and customer service, you believe efficient processes and the relentless pursuit of customer satisfaction are what drives everything.
- Your approach is first and foremost analytics-driven and customer-led.
- You are detail-oriented, analytical, data-obsessed and rigorous.
- You have an empathetic team leader attitude.
- You care deeply about the quality of your work and how it impacts customers and brand.
- Strong analytical and business backgrounds as well as an understanding of operations and customer service in a digital service environment.
- Strong written and verbal communicator with excellent presentation and writing skills.
- Experience working cross-functionally with multiple departments in consumer tech.
- Ability to multi-task by organizing and prioritizing work and coordinate required support across various functions to achieve project goals and objectives.
- Fluency in both English and French is mandatory.
How you need to be:
- You place customers first, customer satisfaction is prime.
- Living and breathing operations and customer service, you believe efficient processes and the relentless pursuit of customer satisfaction are what drives everything.
- Your approach is first and foremost analytics-driven and customer-led.
- You are detail-oriented, analytical, data-obsessed and rigorous.
- You have an empathetic team leader attitude.
- You care deeply about the quality of your work and how it impacts customers and brand.
Offre
Fast growing B2C start-up with an innovative concept addressing a global consumer pool with lots of growth opportunities.
You will join a team split between Brussels and China that nurtures a user-focused, low-drama, hard-working and open atmosphere.
Interested in this great opportunity? Please mail your cv and motivation to :
Mario Tondat - Managing Director - [email protected]
EMBARK - HR Consultancy & Recruitment Services www.embark.be
Tel. +32 9 238 40 39 - mobile +32 475 557 927
Kerkstraat 53/001 – B-9070 Destelbergen
You will join a team split between Brussels and China that nurtures a user-focused, low-drama, hard-working and open atmosphere.
Interested in this great opportunity? Please mail your cv and motivation to :
Mario Tondat - Managing Director - [email protected]
EMBARK - HR Consultancy & Recruitment Services www.embark.be
Tel. +32 9 238 40 39 - mobile +32 475 557 927
Kerkstraat 53/001 – B-9070 Destelbergen