VP of Customer Support & Automation Strategy

Rotterdam Innovation City; Netherlands; Hybrid; 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

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.