Manager - Support

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 installs heat pumps and batteries in Dutch homes. Our mission is 3 million households on clean heating by 2030. A customer with a question or a technical issue reaches our support team. You will own that team in full.

The challenge

Our customer base grows fast. Support headcount will stay small. You close that gap with AI agents, simple processes and a small team of strong people. You win when support feels magical. A frictionless experience where C-Sat of customers with issues is higher than those who went on the happy path. You report to the Head of Commercial, who’s hyperscaled hardware businesses in Europe for over a decade. You get a direct line, fast decisions and the room to build.

The work

• Own the numbers. First response time, resolution time, customer effort, cost per contact. You set the targets and report against them each week.

• Work the floor. You read tickets every day and take the hardest escalations yourself. At Quatt, leaders do the work alongside their teams.

• Remove tickets at the source. For each large category you ask why the ticket exists. You fix the cause with Product, Operations and Engineering. You automate the remainder.

• Build agents with the team. You write procedures, test agents against real tickets, and ship improvements each week. Engineers support you on the hard parts.

• You codify mess into clear rules. Agents and people answer from the same source, so each article and policy has to be exact.

• Set the bar. You hire people who solve the customer's problem end to end, and you coach them with data.

• Send product signal upstream. Support hears from customers first. You make sure Product and Engineering hear it the same week.

You will fit if

• You have scaled or turned around an operation before, and you can show the numbers before and after.

• You build with AI now. You can show us an agent, an automation, or a tool you made for your own work. You can hold a conversation about an API, a prompt and a data table.

• You go to the raw material: the tickets, the call recordings, the queue.

• You delete before you add. A process step has to earn its place.

• You say the uncomfortable thing, and you want to hear it back.

• You take personal ownership. You like working in fast-paced environments.

• A heat pump makes you curious. You will learn the product to diagnostic depth.

• You speak and write fluent Dutch and English.

• You work from our Amsterdam office. Presence is the default.

What you'll get

• A salary between €4.000,- and €6.000,- monthly

• An opportunity to be a part of a fast-growing, ambitious scale-up on the mission to fight climate change.

• Personal development, freedom, and career growth opportunities.

• An open organizational culture where you can hang out and discuss ideas with everyone, from installer to founder.

• 25 paid holiday leave days + 8% holiday allowance

• Free vegan/vegetarian lunch in the office daily

• Travel compensation of €0,23/km or an NS business card

• Informal culture with monthly drinks and office parties

• Yearly discount on Quatt products

• Referral bonus of up to €2.000 when referring new colleagues

• Work in an international team with people from over 30+ nationalities.