Customer Experience Lead: Elevate Service & Trust

The Learning Experience; 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

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.