Customer Service Lead - Dutch Fluent

WE ARE PARKBEE!

ParkBee is the leading European tech platform for parking making underutilised offstreet parking locations digitally accessible to consumers. Our solution provides consumers with a wide and dense network of offstreet parking spaces while helping cities make better use of space and offering property owners an using our smart and innovative platform.

With our roots in Amsterdam and offices in the Netherlands and the UK we have laid the groundwork to conquer the rest of Europe. ParkBee is evolving and growing fast and our team is playing a crucial role in creating a sustainable growth model for the company.

How do you contribute to the team

As our Customer Service Lead you will be working right in the heart of ParkBee focusing on growing our B2C platform. Our operation never sleeps meaning you will be responsible for a welloiled machine thats running 24 hours per day 365 days per year.

You will ensure that the highperforming CS team is up and running organized well trained and smiling. You are responsible for a team of approximately 15 (senior) agents KPIs such as contact rate individual performance and financial metrics. You will maintain the high service standards and make sure we will meet the SLAs NPS and CSAT metrics.Furthermore you will identify opportunities based on ongoing data assessments and you will be working closely with key stakeholders both internally and externally.

Main tasks/responsibilities:

• Get the freedom to manage and scale the inhouse Support Team (hiring planning performance reviews training & coaching);
• Execute daytoday support tasks (phone email social media);
• Be responsible for KPIs such as contact ratio individual performance and financial metrics
• Liaise with internal product teams to ensure we build the best products for our users
• Conduct data analysis to initiate improvement plans and launch initiatives
• Coordinate contact with frontend partners and manage our BPO partners (daytoday support level).

We are likely to be a match if you:

• Are a selfstarter who is proactive handson curious and motivated. You want to go the extra mile. You get the job done!
• Are datadriven; you can make decisions based on data and work in an autonomous environment
• Strong communication skills and the ability to connect to others
• 25 years of (management) experience in a similar role (e.g. team leader in support teams)
• Available to work flexible working hours the job requires working evenings and weekends.
• Fluency in Dutch and English writing and speaking.
• Adaptable and able to work in a fastchanging environment you want to contribute to the growth of an ambitious scaleup.

Park with us!
Not only will you change the way we park in cities but you will also rapidly move your own career forward. Besides that youll find:

• An ambitious team of colleagues from all over the world.
• Personal development budget of 1500 a year tailored to your growth plans.
• Pension Scheme Macbook 25 days holiday daily fresh lunch & awesome team events.
• Holiday substitute scheme
• Inspiring office in Amsterdam where we would love to have you around for at least 3 days a week.

Reserve your spot drive in later
Sounds good

Find out more about it:

We would love to hear from you!

We dont require a long motivation letter; wed rather have a few pointers your LinkedIn and your resume.

Have some burning questions first Get in touch with Amanda via LinkedIn.