Customer Experience
Hybrid · Amsterdam, North Holland, The Netherlands
Job Summary
Customer Experience role spanning B2C, B2B, and B2D to support users through high-sensitivity health journeys. Manage incoming tickets, escalations, and proactive outreach with care and speed; follow high-risk cases and assist users in deciding to consult a clinician; support current/former skin cancer patients by gathering pathology reports to validate our algorithm and mission. Improve CX KPIs (First Response Time, First Resolution Time, CSAT, NPS) and contribute to product/support improvements by identifying patterns in tickets and suggesting enhancements to macro-articles, chat experiences, and self-service paths. Collaborate with Product and Operations on chat/conversation experiences to evolve from reactive ticket handling to proactive, contextual support. Represent SkinVision professionally across channels and business lines, and provide structured user feedback to Product, Engineering, CSM, and Partner Operations about bugs, unclear processes, and partner-specific issues. Ensure high-quality user advocacy and feedback through all interactions.
Required Qualifications
- 0-2 years experience in customer service or similar first-line function
- Bachelor- or HBO-diploma
- Dutch native and English fluent, additional languages a plus
- Experience with Zendesk or willingness to learn; Survicate, Intercom or other CX tools is a plus
- Comfort with data: creating reports, monitoring KPIs, spotting trends
- Collaborative cross-functional work with Product, Engineering, Customer Success, Sales and Partner Operations
- Ability to improve systems and processes beyond ticket handling
- Empathy and professionalism when guiding users through cancer-related concerns
- Commercial awareness and focus on customer retention and trust
- Self-motivated to build better self-service experiences and chat interactions
- Willingness to work 3 days in the office in Amsterdam and 2 days remote
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