Head of Customer Care — Global Impact & Flexible Work

Group2000; Netherlands; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Strong benefits package

Home work possibilities

Job summary

Group 2000 seeks a Manager Customer Care in Almelo, NL, to lead the Customer Care department and ensure outstanding service worldwide. You will drive SLA delivery, coach the team, and collaborate with Sales, Product Management and Engineering to improve processes and performance.

You will build strong customer relationships, monitor KPIs, and plan resources while supporting international service reviews and incident handling. A leadership background and ITIL experience are preferred.

Qualifications

• Bachelor's or Master's degree or equivalent working thinking level.
• Several years of experience in Customer Care, Service Management or Operations Management.
• Proven leadership experience managing technical support or service teams.
• Strong knowledge of SLA management, KPI reporting and customer success.
• Experience with IT Service Management processes (ITIL is a strong plus).
• Excellent communication and stakeholder management skills.
• Experience within telecom, cybersecurity or mission-critical software environments is a strong advantage.
• Fluent English (additional languages are a bonus).
• Willingness to travel internationally.

Responsibilities

• Lead and develop the Customer Care team, creating a high-performance culture.
• Own the overall delivery of Customer Care services and SLA performance.
• Monitor, analyze and report on service KPIs and customer performance.
• Build and maintain strong customer relationships through regular service reviews.
• Ensure incidents, escalations and customer requests are handled effectively.
• Drive continuous improvement through root cause analysis and process optimization.
• Manage contract and SLA execution in collaboration with Sales and Product Management.
• Plan resources and capacity to ensure excellent customer support.
• Coach employees through performance management, development plans and the MBO-cycle.
• Participate in the Duty Manager rotation and support critical customer situations when needed.

Skills

Leadership

SLA management

KPI reporting

ITIL knowledge

English fluency

Travel willingness

Education

Bachelor's or Master's degree

Job description

Group 2000 seeks a Manager Customer Care in Almelo, NL, to lead the Customer Care department and ensure outstanding service worldwide. You will drive SLA delivery, coach the team, and collaborate with Sales, Product Management and Engineering to improve processes and performance.

You will build strong customer relationships, monitor KPIs, and plan resources while supporting international service reviews and incident handling. A leadership background and ITIL experience are preferred.