Head of Customer Support

MyCareer+; Amsterdam; On-site; EUR 70,000 - 90,000; Full time

Job summary

A leading staffing agency is seeking a Head of Customer Support to lead global operations from Amsterdam. You will oversee a growing support team and logistics operations, implementing AI tools to boost efficiency and ensuring high customer satisfaction. The role demands strong leadership and a background in scaling teams in customer support and logistics. This position offers a chance to make significant impact in a dynamic environment.

Qualifications

• Experience scaling support teams from 0 to 30-50 members.
• Expertise in AI tools and automation for customer support.
• Proven background in global logistics operations.

Responsibilities

• Oversee and optimize the support team based in the Philippines.
• Manage logistics operations to meet global shipping SLAs.
• Conduct training and development sessions for the support team.

Skills

Leadership

Data analysis

Customer satisfaction improvement

Experience with AI tools

Tools

Zendesk

Gorgias

Freshdesk

Job description

We are seeking for a Head of Customer Support to lead global customer support and logistics operations. This role involves managing a distributed team, optimizing processes, and implementing systems to drive operational excellence, customer satisfaction, and scalable growth.

Key Responsibilities

Customer Support:

Oversee the support team (based in the Philippines), optimize KPIs like CSAT and response times, and integrate AI tools to enhance efficiency and sales-focused interactions.

Logistics Operations:

Scale and manage logistics to meet global shipping SLAs and ensure seamless collaboration with supply chain teams.

Expand the support team to 30-50 members, manage 24/7 scheduling as needed, and conduct regular training and development sessions.

Process Improvement:

Implement systems to monitor team performance and satisfaction, leveraging data to improve the customer experience.

Requirements

Experience scaling support teams (0 to 30-50 members) and driving KPI improvements.

Expertise in AI tools and automation for customer support.

Proven background in global logistics operations and achieving shipping SLAs.

Strong leadership, communication, and data analysis skills.

Familiarity with tools like Zendesk, Gorgias, or Freshdesk; experience with logistics platforms is a plus.