Head of AI-Driven CX & Retention

Talk360; Amsterdam; Hybrid; EUR 65,000 - 70,000; Full time

Benefits offered by this job

Learning budget

Company laptop

Phone allowance

Commuting allowance

Vacation days 25

Work from anywhere 2 weeks/year

Job summary

Talk360 is seeking a Head of Support in Amsterdam to lead a fully remote team and co-ordinate between Product, Tech and Operations. You will drive AI-driven automation, shape a personalised support approach, and embed support processes into partner ecosystems.

You will work with the COO and cross-functional teams to increase retention, reduce contact rates, and ensure exceptional service as the company scales globally.

Qualifications

• Experience leading a remote customer support team.
• Experience in B2C support for global users; B2B is a plus.
• Experience with AI-driven or automation-first support; Intercom and Fin are a plus.
• Experience setting quality standards for conversations and coaching agents.
• Data-driven use of support metrics to set priorities and plan capacity.

Responsibilities

• Lead and coach a fully remote team of 5-6 agents, ensuring schedule, knowledge and tools to help customers quickly and build trust.
• Drive adoption of AI/automation initiatives and evaluate impact on customer experience.
• Build a personalised support experience and translate customer needs into retention drivers.
• Create Voice of Customer processes to feed Product and Operations improvements and reduce contact rate.
• Partner with COO and cross-functional teams to keep support aligned with business goals.

Skills

Leadership

B2C support

AI/automation

Quality coaching

Data-driven

Cross-functional collaboration

Tools

Intercom

Fin

Job description

Talk360 is seeking a Head of Support in Amsterdam to lead a fully remote team and co-ordinate between Product, Tech and Operations. You will drive AI-driven automation, shape a personalised support approach, and embed support processes into partner ecosystems.

You will work with the COO and cross-functional teams to increase retention, reduce contact rates, and ensure exceptional service as the company scales globally.