Customer Experience
2 weken geleden
For over 10 years, we have been helping IT specialists, finance professionals, startups and scaleups to discover new opportunities, build careers, and adapt to work and life balance in a new setup. We know how challenging this process can be and strive to be more than just consultants — we aim to be a trusted friend and a steady support in the complexities of building a new life in a new country.
We are looking for a Head of Customer Experience to strengthen and expand our customer engagement strategy, improve service quality, and drive continuous development. This role requires not only managing ongoing processes but also directly working with customers, handling complex cases, developing the team, automating workflows, and implementing key performance metrics.
Leading and developing the customer service team, fostering expertise and building deep knowledge in our niche
Creating a culture where the team continuously learns and improves, ensuring we stay the go-to experts in our field
Establishing customer experience metrics and using insights to enhance service quality
Collaborating with other internal teams to refine processes that impact customer experience
Building strong relationships with partners and institutions on immigration and relocation matters
What will help you succeed:
Proven experience in managing customer service or customer experience teams
Readiness to personally engage with clients, resolve complex cases, and handle strategic accounts
Team leadership experience, with a focus on building expertise and driving knowledge-sharing
Understanding of how to define and measure service quality, but with a mindset that real success is happy, engaged customers
Fluent English is required; strong spoken Russian is essential. Dutch is a plus and would bring us joy
The opportunity to elevate customer experience, shaping a team that sets industry standards
A role that combines strategy, hands-on customer work, and team management
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