Manager Customer Operations in Customer Support Department
in Mijndomein - Netherlands, Rotterdam
Hybrid
Full-time
Senior
Full-Time
Job description
See job offer description.
Mijndomein has been at the forefront of the domains, webhosting and websites market in the Netherlands for years, as part of The Sharing Group. With a strong customer focus, we serve hundreds of thousands of entrepreneurs.
As Manager Customer Operations, you lead our customer service team and drive operational excellence.
Your responsibilities:
- Lead and develop the customer operations team.
- Set service KPIs and ensure their achievement.
- Drive process improvements.
- Handle escalations and complex customer issues.
- Collaborate with product and tech teams on customer experience.
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Benefits
- 32-40 hours per week.
- Beautiful office at Kop van Zuid in Rotterdam.
- Shared extensive lunch (colleagues love cooking for each other!).
- Friday drinks and a well-stocked fridge with (specialty) beer, soft drinks and alcohol-free options.
- Flexible working hours and hybrid work.
- Budget to set up your home workplace.
- Phone, internet and home-office allowance.
- Annual training budget plus freely-spendable budget for training/books/well-being.
- 26 vacation days per year.
- 8% holiday allowance (paid monthly if preferred).
- NS Business Card and NS Go app for public transport.
- Discount on sports subscription via Urban Sports Club and High Five Fitness Network.
- Personalized Stanley cup or juicer as a gift after your first month.
- Laptop on loan.
- Pension allowance of 5.3% fully paid by us.
Job requirements
- Experience scaling up and optimizing processes.
- Experience with customer journeys and customer operations (preferably B2C).
- Strong affinity with data, automation and AI.
- Leadership experience in an operational environment.
- Clear vision on how customer operations can be improved.
- Entrepreneurial and results-oriented mindset.