Head of AI-First Customer Experience & Trust

HousingAnywhere; Rotterdam; Hybrid; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Unlimited holidays

Rotterdam office

Hybrid work policy

Remote up to 2 months per year

Development budget €1,000

Commute coverage

Laptop & setup

Gym membership discount

Language classes budget

Pension scheme

Diverse international community

Pet-friendly office

Team-building events

After-work drinks

Job summary

HousingAnywhere is seeking a Head of Customer Experience & Trust to guard the tenant experience on our unified platform across Rotterdam and Cergy. You will lead a multi-site support and trust organization and own the content, policies and safeguards shaping user experience before they contact us.

Key duties include driving AI-first support, defining what the AI agent resolves, redesigning teams for AI-enabled work, owning T&Cs with Legal, and building capacity plans for peak periods with BPO

Qualifications

• 5+ years in customer operations and 2+ years leading multi-site support
• Hands-on AI deployment in production with measurable improvements
• Shaped T&Cs, help content or policies with Legal/Product
• Experience in moderation, fraud prevention and dispute resolution
• Data-driven with SLAs, CSAT, automation and cancellation metrics
• Seasonal peak planning and BPO partner oversight
• Change leadership through automation and scaling
• Knowledge of GDPR and EU AI Act transparency requirements

Responsibilities

• Lead AI-first support across channels and measure CSAT and SLAs
• Define AI agent scope, rules, and handover to humans
• Redesign CS teams across Rotterdam and Cergy for AI-enabled work
• Own T&Cs and service policies with Legal and translate into user content
• Plan capacity for peak periods and manage BPO partners with quality standards
• Leverage Voice of Customer insights to drive quality improvements
• Own Trust & Safety including moderation, fraud prevention and dispute handling
• Manage cancellation flows and post-cancellation retention strategies
• Protect platform reputation on Trustpilot and Google

Skills

Customer ops

AI deployment

Content ownership

Trust & safety

Data-driven

Partner mgmt

Change leadership

GDPR awareness

English fluent

Job description

HousingAnywhere is seeking a Head of Customer Experience & Trust to guard the tenant experience on our unified platform across Rotterdam and Cergy. You will lead a multi-site support and trust organization and own the content, policies and safeguards shaping user experience before they contact us.

Key duties include driving AI-first support, defining what the AI agent resolves, redesigning teams for AI-enabled work, owning T&Cs with Legal, and building capacity plans for peak periods with BPO