Head of Customer Service

Job description

Would you like to be in charge of an highly motivated team of Customer Service agents in one of today’s most innovating sectors? Felyx is looking for an ambitious Global Head of Customer Service who wants to jump into the deep with us. You will be responsible for our current CS activities while also focused on building the CS teams in all of our upcoming cities. No flashy sales talks, but helping our customers with integrity to create a great customer journey!

 

As urbanization is rising and the air quality is deteriorating we feel the need to make our cities greener and healthier by offering a sustainable mobility solution. Besides, we offer a new and fun way around town! At felyx, everybody within their own expertise is contributing to a cleaner city by making this swift door-to-door transportation the new status quo. We are working together as an ambitious team of entrepreneurs, operators and engineers, and looking to grow as we scale the business throughout Europe. Do you share our DNA: self-starting, open, social and driven? Great! Join our ride!

 

Here’s the challenge
As Global Head of CS  you will manage a team which is responsible for maintaining a strong and constructive relation with our customers in the Benelux. Your team members are the voice, eyes and ears of our company for our customers, so you know like no one else how important it is that we help our customers in the best possible way. While our team is growing fast, we do expect a hands-on mentality and a focus on helping each other out where needed.

 

With our rapid international growth coming up, you will get the complete responsibility to build your own team. This means that you will recruit, hire, mentor and develop a team of CS masterminds. You are able to identify potential challenges and to set a clear strategy in order to achieve team goals.

 

Besides, you inspire your team to improve the service that we provide and to engage customers to facilitate organic growth. Our Customer Service is an important channel to retrieve data from. This means that you’re able to analyse statistics and compile accurate reports to share with the rest of the business.

Requirements

We truly get excited if you

  • Possess 5-8 year experience in Customer Service for a growing organization
  • Have strong empathic skills and you know how to exceed customers' expectations
  • Are a born manager and you know how to lead and inspire your team members
  • Have the ability to think strategically and know how to multi-task
  • Are hands-on, customer oriented, independent and structured
  • Have excellent communication skills in English and Dutch

 

Bonus points if you

  • Are excited about operating an urban mobility service
  • Have experience building and leading a team
  • Speak French or German

 

Last but not least, Felyx encourages you to grow within your role and with the company, as we are continually growing in our journey towards ‘world domination’. Just kidding, market leader in Europe will do (for now)