Head of Customer Care

Bolt; Brussel Hoofdstad; Sur place; EUR 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Team-building events

Hybrid work arrangement

Competitive compensation & benefits

Résumé du poste

Bolt is Belgium's first energy platform bringing transparent, local energy to your home. As Head of Customer Care you will shape how we scale our NL & FR teams, set processes, automation, capacity, and measurement, and defend these choices as a member of the Leadership team.

You will own the customer experience, drive CSAT and KPIs, manage a 20-person team, budget and P&L, and continuously improve service through data, AI, and cross‑functional collaboration to reinforce Bolt's USP in the Belgian

Qualifications

• Master's degree or equivalent background.
• 3+ years leading customer care teams with budget and capacity ownership.
• Strong data skills and ability to translate metrics into actions.
• Dutch-French bilingualism and fluent English.

Responsabilités

• Own and scale Bolt's Customer Care NL & FR teams (~20 people).
• Set processes, automation, capacity planning and KPI framework.
• Manage Care budget and P&L; translate forecasts into targets.
• Lead cross-functional improvements including self-service and AI.
• Represent Care in Leadership and align with company strategy.

Connaissances

People management

Data-driven decisions

Budget & P&L management

Team leadership

AI & process improvement mindset

Formation

Master's degree

Outils

AI

Description du poste

Bolt is the very first energy platform that genuinely wants to make the Belgian power grid sustainable. Through Bolt, you buy your energy directly from local, green producers. From Nico's solar panels, for example, or from Stéphane's hydroelectric plant. That way you know exactly where your energy comes from, and where your money goes.

Why does Bolt do this? Because the energy market isn't transparent today. Traditional suppliers sell grey energy as green and do nothing to make our country more sustainable. Bolt wants to change that.

Ready to go against the current with us?

Your role:

As Head of Customer Care, you make sure every Bolt customer experiences our service as a genuine wow moment. You own the performance of Bolt's Customer Care team and help decide how we scale it, across both the Dutch- and French-speaking teams. You don't just manage — you set the frame: how Care works, what we automate, where we deploy people, and how we measure all of it. As a member of the Leadership team, you defend those choices and help shape Bolt's strategy.

More concretely:

• You own the customer experience at Bolt: is our service truly excellent (are we easy to reach, do we always follow up, does a conversation with us actually feel like talking to real people?) and is it noticeably better than at other energy suppliers? Safeguarding that is your first job.
• You own the results of Customer Care NL & FR, around 20 people, and translate them into clear targets, follow-up and course corrections.
• You manage the Care budget and P&L, weighing the financial and operational impact on Bolt as a business every time.
• You translate expected contact volumes into the right capacity, oversee execution, and adjust proactively when the numbers tell a different story than the plan.
• You watch more than capacity and efficiency. You watch the quality of every customer contact. For you, Care is one of Bolt's USPs, not a cost centre. You're willing to question results when the numbers look fine but the customer experience doesn't, and to act on it.
• You make sure the whole team has clear sight of their own KPIs (CSAT, SLAs, Ambassadorship, Sales) and keeps developing. You lead the team coaches who deliver that day to day.
• You dig into our customer survey results and continuously spot opportunities in the customer journey based on what customers tell us. You work with other teams to take the overall customer experience to the next level.
• You actively look for ways to improve our service and internal processes: better flows, self-service, and AI.
• You're part of Bolt's Leadership team: you represent Care's interests, contribute to company strategy, and work closely with other teams on shared goals.

What we offer:

• A role with real decision-making room in a growing scale-up that makes a positive impact.
• A driven, enthusiastic team with a positive mindset. Beyond a great atmosphere at work, we regularly organise afterworks and legendary team-building events.
• A workplace with a view over Brussels, combined with working from home.
• A competitive salary package with additional benefits.

What we're looking for:

• Customer satisfaction isn't just a KPI on a dashboard for you, it's something you care about personally. You steer your team on more than numbers: on how each customer feels after speaking to Bolt.
• You have a Master's degree, or an equivalent background built through experience.
• You have at least 3 years of demonstrable experience in a similar role. You've led customer care teams and have managed targets, budget and capacity yourself. Experience in the energy sector is a plus, but not a requirement.
• You have the people skills to motivate the team and bring a good atmosphere, while still delivering strong results.
• You use data (volumes, forecasts, cost per contact, and so on) to make decisions and defend them.
• You're tech savvy and drawn to improving service and processes through AI.
• Perfect Dutch-French bilingualism is a must, and you also express yourself fluently in English.
• You want to contribute to Belgium's energy transition — one of the most effective ways to fight climate change.

Does this sound like you?

We're looking forward to hearing from you!

First, we'll invite you to a short introductory conversation with People & Culture. After that, you'll meet our current Head of Care and our COO. In the final conversation, you'll meet our founders, who sign off on the process.

If the conversations go well on both sides, we'd love to make you a new Bolt colleague as soon as possible.

"We're powered by people." Bolt strives to be an inclusive employer. Everyone who applies is considered and given equal opportunity.