Head of Customer Support: Amsterdam

The Head of Customer Support will provide support, guidance, and direction to the Customer Support team to deliver consistent, end-to-end experiences and develop strategic goals, including customer growth and retention.

Requirements

• Coach your leadership team to achieve key performance metrics
• Develop a high-performing team that understands how their work is connected to the company’s strategic goals
• Manage daily operational performance metrics, including mitigating potential, realised and forecasted impacts to ensure continuity of service
• Identify opportunities in the service delivery model: design and deliver programs of work that resolve these opportunities, and ultimately look to optimise our customer service processes
• Grow customer satisfaction through strong quality and compliance management
• Provide subject matter expertise and support in the design and delivery of projects – including facilitation, training, and accessibility to supporting resources. Ensure both existing and new projects are compliant with industry changes
• Resolve customer escalations to support customer loyalty, maintain strong partner relationships, and maintain LiveAboard.com’s strong reputation in the industry