VP Customer Support (Building AI-chatbot CS)

Rotterdam Innovation City; Netherlands; On-site; EUR 100,000 - 120,000; Full time

Benefits offered by this job

Hybrid working

Pension contribution via Brand New Day

NS Business card/Commute allowance

30% ruling for international hires

Working laptop and phone

Job summary

C Teleport is seeking a leader to own the Customer Support department in the Netherlands. You will redesign how the function runs, introducing automation, clean data, and an IT roadmap that scales service quality without proportional headcount.

This role combines operations with tooling: chatbots, agent‑assist, internal APIs, and KPI instrumentation. You will report to the CEO, hire and coach agents, and publish an IT roadmap that Engineering can execute.

Qualifications

• You have run a customer support operation and made decisive hire/fire/coach calls based on agent metrics.
• You have built or commissioned internal automation and tooling for support - not just used vendor platforms, but scoped chatbots, APIs, or agent‑assist systems end‑to‑end.
• You can design how operational data is collected, stored, and validated - and you vouch personally for the numbers you report.
• You can write and defend an IT development roadmap to the management board.
• Hands‑on familiarity with LLM‑based agents, MCP, or modern agent‑assist stacks.

Responsibilities

• In 6 months: Reaction time, resolution time, and agents per 1,000 active flights (trailing 30 days) are measured reliably, reported weekly, and trusted by the management board.
• In 12 months: Chatbot and agent‑assist tooling deflect or accelerate a meaningful share of contacts; the IT roadmap for CS is published, prioritized, and being executed with Engineering.
• In 18–24 months: We serve 2× the flight volume without 2× the agents, CSAT holds or improves, and onboarding time for a new agent is measurably shorter.

Skills

People management

Automation & tooling

Data governance

IT roadmap

LLM-based agents

Tools

Chatbot platforms

APIs

Agent‑assist

Job description

Based in Netherlands · Reports to CEO

You will own the Customer Support department at C Teleport: not just the team, but the system behind it. The floor today is run well by people; we now need someone who will redesign how it runs, with automation, clean data, and an IT roadmap that lets us scale service quality without scaling headcount linearly.

Why this role exists

C Teleport's flight volume is growing faster than a traditional support model can absorb. We are carving this role out of the SVP Product organization so one leader owns both the operation and the tools that power it: chatbots, agent‑assist, internal APIs, MCP integrations, and the KPI instrumentation that tells us how any of it is actually performing.

What you'll own - outcomes, not duties

• In 6 months: Reaction time, resolution time, and agents per 1,000 active flights (trailing 30 days) are measured reliably, reported weekly, and trusted by the management board.
• In 12 months: Chatbot and agent‑assist tooling deflect or accelerate a meaningful share of contacts; the IT roadmap for CS is published, prioritized, and being executed with Engineering.
• In 18–24 months: We serve 2× the flight volume without 2× the agents, CSAT holds or improves, and onboarding time for a new agent is measurably shorter. Hire, coach, and — when needed — move on from agents based on objective individual metrics. Keep the bar high.

What you’ll bring (must-haves: we read these as gates)

• You’ve run a customer support operation and made decisive hire/fire/coach calls based on individual agent metrics.
• You’ve built or commissioned internal automation and tooling for support - not just used vendor platforms, but scoped chatbots, APIs, or agent‑assist systems end‑to‑end.
• You can design how operational data is collected, stored, and validated - and you vouch personally for the numbers you report.
• You can write and defend an IT development roadmap to the management board.
• Hands‑on familiarity with LLM‑based agents, MCP, or modern agent‑assist stacks.
• You are based in the Netherlands and authorized to work here.

Bonus (genuinely not required)

• Customer support experience in the travel industry.

This is not…

…a pure people‑management role. Expect to spend ~40% of your time on tooling strategy, data instrumentation, and product‑style prioritization with Engineering. If "I don't do the technical side" is in your vocabulary, this role will frustrate you.

Compensation & Benefits

• Base salary: up to €120.000 based on your experience
• 25 vacation days, together with other expat friendly policies, such as Working From Abroad (WFA) 30 days per calendar year.
• Hybrid working (3 days/week on-site, 2 days/week from home).
• Pension contribution via Brand New Day
• Commute allowance or NS Business card.
• Working laptop as your preferred system and a working phone.
• 30% ruling application for eligible international hires (per current NL rules).

Hiring process

1. Intro call with HR (30 min).
2. Deep-dive on a past automation/tooling project you led with the CEO (60 min).
3. Working session: research or workout an automation solution (12 min).
4. References checking + offer. Target: ~4 weeks end-to-end.

We review applications as they arrive. If the bar is met, we move fast.

C Teleport is an equal‑opportunity employer. We welcome applicants of all backgrounds. Applicant data is processed per GDPR; details on request.