Head of Customer Support Amsterdam

Purpose:

The Customer Support team are located around the are passionate divers instructors and explorers. The team use their experience to provide personalised recommendations and support to customers planning their own journeys. Customers contact via email phone and social media and our support is both B2C and B2B. We provide expertise on behalf of our partners all over the world ensuring a seamless experience for both parties in the lead-up to during and after a trip has taken place. Our team focuses on developing ongoing customer relationships aiming to drive advocacy for and our partners.

Our Head of Customer Support provides support guidance and direction to the Customer Support team to enable them to deliver consistent end-to-end experiences; this includes continuous improvement of processes and coaching the leadership team to deliver strong performance and people outcomes. The Head of Customer Support is also responsible for the development and delivery of our strategic goals including but not limited to: the growth and retention of our customer base optimising our ways of working and ensuring we are running a high-performance operation that delivers exceptional customer experience.

• Coach your leadership team to achieve key performance metrics

• Develop a high-performing team that understands how their work is connected to the companys strategic goals

• Manage daily operational performance metrics including mitigating potential realised and forecasted impacts to ensure continuity of service

• Identify opportunities in the service delivery model: design and deliver programs of work that resolve these opportunities and ultimately look to optimise our customer service processes

• Grow customer satisfaction through strong quality and compliance management

• Provide subject matter expertise and support in the design and delivery of projects including facilitation training and accessibility to supporting both existing and new projects are compliant with industry changes

• Resolve customer escalations to support customer loyalty maintain strong partner relationships and maintain strong reputation in the industry

Experience required:

• Previous experience leading teams of 30 required in a contact centre or similar environment with various contact streams

• Demonstrated skills and experience leading and developing leadership teams; coaching team building and setting performance standards within a sales and service environment

• Strong knowledge and understanding of operational performance metrics

• Ability to work under pressure and as part of a continuously improving team

• High level of customer service and conflict resolution skills

• Previous experience leading a remote team is desirable

Additional Requirements:

• As a member of the Customer Support leadership team you will need to live in Amsterdam and have full working rights in the Netherlands

• This is a hybrid position with a minimum of 1-2 office days per week

• Fluency in English is required

• This position is full-time