Head of Customer Experience
$65,000–$70,000 year
HybridAmsterdam, North Holland, The Netherlands
Job Summary
Lead and coach a fully remote team of 5 to 6 agents, ensuring they have the schedule, knowledge, and tools to build trust in every conversation. Drive adoption of the Fin AI agent with the Automation Specialist and evaluate whether automation genuinely improves the customer experience. Build a structured Voice of Customer process that turns support data into clear improvements for Product and Operations, while challenging the company on customer focus and serving as a sounding board to the COO. Maintain end-to-end support structure for embedded products, including workflows, escalation paths, and SLAs, acting as the primary operational point of contact for partner-related issues. Coordinate investigations across Product, Tech, and Operations, and train support agents and partner teams on embedded product requirements. Work closely with the COO, Product Operations Manager, and Chief Revenue Officer in a lean, cross-functional environment.
Required Qualifications
- 3 to 5 years leading a support team
- Experience in B2C support for a global or multicultural user base
- Experience with AI-driven or automation-first support
- Experience setting quality standards for customer conversations and coaching agents against them
- Data-driven: you use support metrics to set priorities and to plan capacity and shifts for live chat
- Comfortable with complex technical troubleshooting and working cross-functionally with Product, Tech and Operations
- A strong communicator with partners, customers and internal stakeholders at every level
- Someone who sees support as building trust, not closing tickets
- Not afraid to challenge the status quo, including upwards
- Curious and self-improving
- You keep things simple and are extremely reliable
- You are around Amsterdam or you are willing to commute to our office twice a week on Monday and Thursday
Desired Qualifications
- ideally in a fast-growing startup or scale-up
- B2B is a plus
- Intercom and Fin are a plus
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.