VP Customer Support (Building AI-chatbot CS)

C Teleport; Rotterdam; On-site; 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

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.