Head of Customer Support & AI Operations

Quatt; Amsterdam; On-site; EUR 45,000 - 67,000; Full time

Benefits offered by this job

Salary €4,000-€6,000 monthly

Ambitious scale-up mission

Career growth

Open culture

25 days holiday + 8% holiday allowance

Free vegan/vegetarian lunch

Travel compensation €0.23/km

NS business card

Office drinks & parties

Yearly product discount

Referral bonus up to €2,000

International team (30+ nationalities)

Job summary

Quatt is seeking a hands-on leader to own and grow the customer support function from Amsterdam. You will drive the metrics, reduce friction for customers, and lead a small, skilled team with a bias for action.

The role combines AI-enabled automation with practical process improvements to create a magical support experience. You will work closely with Product and Engineering to remove root causes, codify knowledge, and mentor your team to own customer outcomes end-to-end.

Qualifications

• Experience scaling or turning around a support operation with measurable results.
• Demonstrated ability to build with AI, create agents or automation, and discuss prompts and data.
• Tendency to start from the raw material: tickets, call recordings, and queues.
• Willingness to challenge the status quo and remove unnecessary steps.

Responsibilities

• Own the support metrics: first response time, resolution time, customer effort, and cost per contact; report weekly.
• Read tickets daily and handle the toughest escalations personally.
• Identify root causes and collaborate with Product, Operations and Engineering; automate the rest.
• Create and test procedures; ship improvements weekly with engineering support.
• Codify policies so agents answer from a single source with exact wording.
• Hire and coach team members to solve problems end-to-end, using data.

Skills

AI tooling

Customer support

Team leadership

Process improvement

Dutch fluency

English fluency

Tools

Ticketing system

Knowledge base

Job description

Quatt is seeking a hands-on leader to own and grow the customer support function from Amsterdam. You will drive the metrics, reduce friction for customers, and lead a small, skilled team with a bias for action.

The role combines AI-enabled automation with practical process improvements to create a magical support experience. You will work closely with Product and Engineering to remove root causes, codify knowledge, and mentor your team to own customer outcomes end-to-end.