Head of Customer Experience & AI-Driven Support (Remote)

Talk360; Amsterdam; Híbrido; EUR 65.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

€1,500 annual personal development

Company laptop and tools

Monthly phone allowance

Commuting allowance

25 vacation days

Work from anywhere up to 2 weeks/year

Team lunches and outings

Descripción de la vacante

Talk360 is seeking a head of support to lead a fully remote team of 5–6 agents, ensuring they have the schedule, knowledge and tools to help customers quickly and build trust in every conversation.

You will drive adoption of the Fin AI agent, build a personalised support experience, and create a structured Voice of Customer process to inform Product and Operations, reducing contact rates and improving retention.

Formación

• 3 to 5 years leading a support team, ideally in a fast-growing startup or scale-up and including remote agents
• Experience in B2C support for a global or multicultural user base; B2B is a plus
• Experience with AI-driven or automation-first support; Intercom and Fin are a plus
• Experience setting quality standards for customer conversations and coaching agents against them
• Data-driven: you use support metrics to set priorities and to plan capacity and shifts for live chat

Responsabilidades

• Lead and coach a fully remote team of 5 to 6 agents, ensuring schedule, knowledge and tools to help customers quickly and build trust in every conversation
• Drive adoption of the Fin AI agent with the Automation Specialist, and evaluate whether automation genuinely improves the customer experience, not just operational efficiency
• Build a personalised support experience: go beyond one-size-fits-all scripts to understand what each customer actually needs as a direct driver of retention
• Build a structured Voice of Customer process that turns support data into clear improvements for Product and Operations, and reduces contact rate
• Challenge the company on customer focus and be a close sounding board to the COO on what we're hearing directly from customers

Conocimientos

Team leadership

Remote team management

Data-driven decision making

Customer-centric mindset

Herramientas

Intercom

Fin AI

Descripción del empleo

Talk360 is seeking a head of support to lead a fully remote team of 5–6 agents, ensuring they have the schedule, knowledge and tools to help customers quickly and build trust in every conversation.

You will drive adoption of the Fin AI agent, build a personalised support experience, and create a structured Voice of Customer process to inform Product and Operations, reducing contact rates and improving retention.