Head of Customer Support & Automation Strategy

C Teleport; Rotterdam; Hybrid; EUR 100,000 - 120,000; Full time

Benefits offered by this job

25 vacation days

Working From Abroad (30 days)

Hybrid: 3 days onsite / 2 days home

Pension contribution

NS Business card

Laptop and phone

30% ruling

Job summary

C Teleport, based in the Netherlands, seeks a senior leader to own the Customer Support department, including the tooling and data behind it. You will redesign how support runs with automation, clean data and an IT roadmap to scale service quality without scaling headcount linearly.

In this role you’ll blend people management with technical builds: chatbots, agent‑assist, internal APIs, and KPI instrumentation. Expect to lead from the Netherlands, with hybrid work and expat-friendly policies.

Qualifications

• Led a customer support operation with decisive hire/fire/coach actions based on agent metrics.
• Built or commissioned internal automation and tooling for support.
• Designed how operational data is collected, stored, and validated.
• Wrote and defended an IT development roadmap to the management board.
• Hands-on familiarity with LLM-based agents, MCP, or modern agent‑assist stacks.

Responsibilities

• Owns both the CS operation and the tools powering it, including chatbots and internal APIs.
• Define metrics and report weekly to the executive team.
• Lead automation projects to deflect or accelerate contacts and improve CSAT.

Skills

Team leadership

Operational analytics

Automation tooling

LLM agents

IT roadmap

Data validation

Tools

APIs

Chatbots

Agent‑assist

Job description

C Teleport, based in the Netherlands, seeks a senior leader to own the Customer Support department, including the tooling and data behind it. You will redesign how support runs with automation, clean data and an IT roadmap to scale service quality without scaling headcount linearly.

In this role you’ll blend people management with technical builds: chatbots, agent‑assist, internal APIs, and KPI instrumentation. Expect to lead from the Netherlands, with hybrid work and expat-friendly policies.