Customer Experience Lead

Everest Commerce Group B.V.; Amsterdam; On-site; EUR 65,000 - 90,000; Full time

Job summary

Everest Commerce Group B.V. is seeking a leader to shape our customer service strategy in the Netherlands. You will help unify the customer experience across service touchpoints, driving improvements and coaching teams to deliver empathetic, effective support.

The role focuses on building standards, workflows and actionable insights from feedback to elevate trust and satisfaction across our commerce platforms.

Qualifications

• Experience leading customer service or improving customer journeys in a commerce business.
• The ability to coach colleagues, handle complex cases and communicate with clarity and empathy.
• Experience using support systems and customer feedback to identify and implement practical improvements.

Responsibilities

• Develop service standards, support workflows and clear escalation paths.
• Work with operations and product teams to address recurring customer problems.
• Build useful reporting on service quality, response times and customer feedback.
• Apply technology thoughtfully to routine support while preserving personal care and human judgment.

Skills

Experience leading CS

Coaching teammates

Customer feedback systems

Job description

Turn care for customers into better service, stronger products and lasting trust.

Every customer interaction is an opportunity to understand the business better. You will help develop a consistent experience across delivery, service and aftercare, connecting customer feedback with the teams that can act on it.

What you will build

• Develop service standards, support workflows and clear escalation paths.
• Work with operations and product teams to address recurring customer problems.
• Build useful reporting on service quality, response times and customer feedback.
• Apply technology thoughtfully to routine support while preserving personal care and human judgment.

The opportunity

Connect customer understanding to the wider business and shape how our companies earn trust through every interaction.

Location

To be agreed

• Experience leading customer service or improving customer journeys in a commerce business.
• The ability to coach colleagues, handle complex cases and communicate with clarity and empathy.
• Experience using support systems and customer feedback to identify and implement practical improvements.