Customer Service Manager

Job description

Who is Tripaneer?

We are a fast-growing themed travel marketplace based in the heart of Amsterdam. We enable our customers to live unforgettable travel experiences via our 11 category sites from yoga retreats to safaris.

Full-time and long term | Join our international team in Amsterdam

This is your opportunity to join a fast growing startup and make your mark. We believe that a great customer experience is key to the success of our business, as a Customer Support Manager you will own and drive our customer first approach and own all customer touch points.

We are seeking a Customer Support Manager to lead our customer support operations on-site and remote (international). In this role, you will manage a global customer support team working with our customers and partners across categories. The position is based in our office in Amsterdam, The Netherlands. We are looking for a go-getter team player who would like to grow with the company.

Responsibilities

  • Lead the customer support team and manage day-to-day customer operations. Be data driven and focus on key performance metrics across all websites.
  • Help to develop new processes and strategies to improve customer and partner experience, customer support performance and optimize costs
  • Create and execute on hiring plans based on our growth forecasts
  • Develop and advance training modules and programs for new hires as well as continuous development of existing team members.
  • Drive improvements of performance indicators such as CSAT, NPS, Average Handling Time, etc.
  • Report and share results with the management and the customer support team.
  • Work closely with internal stakeholders (product, engineering, marketing, account management, operations and others) for the growth of different category websites.

Requirements

  • 5-10 years of work experience in customer support with at least 3 years in a tech company.
  • Strong customer intuition. Ability to understand the dynamics of a new business and customer and partner needs.
  • Ability to think strategically and develop insights through rigorous quantitative and qualitative analysis.
  • Hands-on with ability to scope and manage diverse projects with tough timelines.
  • Excellent communication skills, attentive listening and ability to explain clearly.
  • Experience in managing direct reports and remote teams.