Head of Customer Operations

5 dagen geleden

Amsterdam Oost, Nederland Fastned Voltijd

**Join a fast-growing, listed company with a purpose Fastned owns and operates a growing network of more than 300 fast charging stations across Europe, allowing electric vehicle drivers to charge their car with 100% green energy in just 15 minutes. Our mission is to accelerate the transition towards sustainable mobility by giving freedom to electric drivers. Our goal is a European network of 1000 fast charging stations in prime locations, where all electric vehicles can charge with renewable energy from the sun and wind.**

**Your role**:
The Head of Customer Operations will lead Fastned’s customer service & customer operations, ensuring that every interaction a customer has with us is seamless, helpful and leaves a lasting positive impression. Your impact will be central to our ambition of delivering excellence at every customer touchpoint, all while supporting our ambition to make EV charging accessible and easy to everyone.

**Your responsibilities include**:

- Develop and implement a comprehensive roadmap that ensures an exceptional support experience for our customers.
- Align the team’s efforts with company goals, ensuring our customer operations support the broader mission to accelerate the transition to electric mobility.
- Provide guidance, mentorship, and professional development opportunities to the customer operations team.
- Capture customer insights from support interactions and make them accessible across the organization to drive improvements. Identify common pain points and collaborate with stakeholders to address them effectively.
- Drive the adoption of new tools, technologies, and processes to elevate service, streamline workflows and enhance customer experience.
- Lead the integration of AI solutions to improve response quality, and support team response times.
- Monitor and optimize customer success metrics, providing regular updates and identifying key projects to drive further improvements.
- Design and implement crisis management and escalation protocols to ensure swift and effective resolution of critical issues.

**Who we are looking for**:
We are looking for an experienced leader with a deep commitment to customer satisfaction and a strategic mindset. You’ll bring a wealth of experience from previous customer support roles, a strong data-driven approach and a proven ability to lead and inspire teams in a people-centric way.
- You bring 8+ years of relevant experience, including 3+ years leading large-scale customer service functions, ideally in a D2C environment.
- You lead with humility, recognizing that a positive team environment is key to delivering an exceptional customer experience.
- You are dedicated to the growth and development of your team, providing mentorship and creating opportunities for professional advancement.
- You are deeply familiar with customer support metrics and customer experience KPIs and have successfully led strategic initiatives to enhance service quality, efficiency, and customer satisfaction.
- You excel in communication, keeping all stakeholders informed and building strong relationships with internal teams.
- You think strategically with a strong customer-centric approach, continuously seeking ways to enhance the customer journey through data-informed insights.
- You are comfortable and experienced with various customer support software and tools and understand how to leverage technology to optimize support functions.

**Join us in building a better future**:
Together with over 300 colleagues, we have the ambition to build Europe's best fast-charging network. We currently operate in eight countries and are growing fast. We work hard to change the world, but we don't forget to recognise & celebrate our successes, big and small. We put a focus on work-life balance, provide you with genuine work flexibility and have family-friendly policies in place. Our benefits include
- Stock option plan - we believe in shared value creation;
- A training and development budget of €3,000 per year per employee, because development and training are important to us and our sector offers endless opportunities;
- Daily vegetarian lunches, snacks & drinks are provided at our office locations;
- Full access to our electric vehicle fleet with all charging expenses covered;
- Next to fun events year-round, we throw notorious Christmas parties and organize an amazing yearly trip abroad with all employees;
Other perks include flexible working hours, full travel compensation and the working gear of your choice.

We would love to have a conversation with you The interview process is as below:

- Recruiter screening
- First interview with Doreen (Customer Operations Manager) and Yannick (Director Operations & Analytics) combined
- Business case preparation and presentation to interview panel with Pariss (Head of Network Operations), André (Customer Operations Coordinator) and Yannick (Director Operations & Analytics)
- Behavioral interview with Romane (Head of Dat

  • Head of Operations

    4 dagen geleden

    Amsterdam, Nederland ParkBee Voltijd

    **We are ParkBee!** A forward-thinking company dedicated to creating innovative solutions that significantly impact urban infrastructure. Our mission is to leverage technology to solve real-world problems, enhancing the quality of life in bustling cities. You have the chance to be part of a team that's driving change and making a difference in the world....

  • Head of Customer Service

    5 dagen geleden

    Amsterdam, Nederland Soap Treatment Store Voltijd

    **About us** Soap is hét beautybedrijf van Nederland. Bij Soap bieden we award-winning beauty treatments, injectables en skin therapy aan met behulp van deskundige cosmetisch artsen, huidtherapeuten en schoonheidsspecialisten. We groeien ontzettend hard en zijn daarom op zoek naar een Customer service manager die ons geweldige team van Customer service...

  • Head of Revenue Operations

    7 dagen geleden

    Amsterdam, Nederland Adyen Voltijd

    **This is Adyen** Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the...

  • Regional Customer Operations Manager

    6 dagen geleden

    Amsterdam, Nederland Suitsupply Voltijd

    **As the Regional Customer Operations Manager, you will lead and optimize customer service operations across the US/EMEA region, driving improvements in customer satisfaction, efficiency, and team performance. Reporting to the Global Head of Customer Service, you will implement strategies, manage teams, and collaborate with stakeholders across Product,...

  • Head of Audit Operations

    6 dagen geleden

    Amsterdam, Noord-Holland, Nederland Apollo Solutions Voltijd

    Head of Audit Operations Location: The Netherlands Salary: Competitive I am currently partnering with a leading Financial Services organisation based in The Netherlands on their search for a Head of Audit Operations. This would be great for a Head of Audit looking for a more operational role Or an existing COO within and Audit function This is a global...

  • Head of Customer Succes

    3 dagen geleden

    Amsterdam, Nederland Assessio Group Voltijd

    Als Head of Customer Success bij Assessio Bloom ben je samen met je collega's verantwoordelijk voor het maximaliseren van de klantwaarde op de lange termijn. Dit betekent dat je actief bijdraagt aan het stimuleren van het platformgebruik, het verminderen van churn en het verhogen van de klanttevredenheid (NPS). Je speelt een cruciale rol in het waarborgen...

  • Head of Marketing

    4 weken geleden

    Amsterdam, Noord-Holland, Nederland Top of Minds Voltijd

    Head of Marketing & E-commerce bij Fleurop Kandidaatprofiel Vanaf 12 jaar ervaring Met marketing en branding En met e-commerce En category management Binnen B2C-, retail- en D2C-omgevingen Veelzijdig en nieuwsgierig Sterke stakeholdermanager Fleurop is een coöperatie van lokale vakbloemisten met een centrale webwinkel, fleurop.nl. Op dit platform...

  • Head of Marketing

    3 weken geleden

    Amsterdam, Noord-Holland, Nederland Top of Minds Voltijd

    Head of Marketing & E-commerce bij Fleurop Kandidaatprofiel Vanaf 12 jaar ervaring Met marketing en branding En met e-commerce En category management Binnen B2C-, retail- en D2C-omgevingen Veelzijdig en nieuwsgierig Sterke stakeholdermanager Fleurop is een coöperatie van lokale vakbloemisten met een centrale webwinkel, fleurop.nl. Op dit platform worden...

  • Head of Europe Transformation

    1 week geleden

    Amsterdam, Nederland Orange Voltijd

    **votre rôle**: Within Orange Business, Global Delivery Operations (GDO) delivers end-to-end services to Orange Business B2B customers all around the world. GDO supports all OBS portfolio services: data and telephony networks, collaborative solutions, security and mobility. - GDO plays a major role in delivering Orange Business operations: together, we...

  • Data Centre Customer Operations Technician

    5 dagen geleden

    Amsterdam Oost, Nederland Equinix Voltijd

    **Who are we?** Equinix is the world’s digital infrastructure company®, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale...

  • Data Center Customer Operations Ii

    1 week geleden

    Amsterdam Oost, Nederland Equinix Voltijd

    **Who are we?** Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale...

  • Customer Operations

    3 weken geleden

    Amsterdam, Nederland Page Personnel Voltijd

    During the initial phase of the assignment, this individual will assist the Customer Operations team with operational and order management tasks, along with broader operational responsibilities.In the latter phase, they will step in for a logistics coordinator, taking on logistical duties as well as overarching logistical tasks. DescriptionYour Customer...

  • Data Centre Customer Operations Technician

    3 weken geleden

    Amsterdam Oost, Nederland Equinix Voltijd

    **Who are we?** Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale...

  • Head, European Country Operations

    3 weken geleden

    Amsterdam, Nederland Syneos - Clinical and Corporate - Prod Voltijd

    **Description** **Head, European Clinical Operations** Syneos Health® is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities. Every day we perform better because of how we work...

  • Head of Customer Success

    1 week geleden

    Amsterdam, Nederland Healthy Workers Voltijd

    **Head of Customer Success - Full Time (32-40u)** - ‘Ideas are easy. Implementation is hard.”’_ **Wie zijn wij?** Elk gebouw slim, duurzaam en gezond, dat is onze missie. Vastgoed is verantwoordelijk voor bijna 40% van de wereldwijde emissies. Daarnaast presteert 90% van de gebouwen niet naar vermogen en 70% zelfs matig tot slecht. Dat maakt vastgoed...

  • Head of Procurement

    5 dagen geleden

    Amsterdam, Noord-Holland, Nederland Top of Minds Voltijd

    Head of Procurement at Landal Requirements Over 12 years of experience With building and professionalizing a procurement function Experience with indirect procurement A structured approach to category management Strong leadership skills Self-starter For nature lovers, Landal offers the perfect escape. Following the merger of Roompot and Landal...

  • Head of Banking Fraud Operations

    5 dagen geleden

    Amsterdam, Nederland Adyen Voltijd

    **This is Adyen** Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. For our teams, we create an environment with opportunities for our people to succeed, backed by the...

  • Head of Customer Experience

    1 week geleden

    Amsterdam, Noord-Holland, Nederland NL Voltijd

    Head of Customer Experience Who we are: Here at NL.Works we are experts in our field, working without unnecessary bureaucracy and truly caring for each client. For us, this is more than just a business — it's a mission to make complex processes clear and to ensure that working with people is efficient and transparent. We develop projects in the fields...

  • Customer Operations Coordinator

    4 weken geleden

    Amsterdam, Noord-Holland, Nederland Packsize Voltijd

    Customer Operations Coordinator About Packsize Packsize is a leading automation company that enables more efficient and sustainable packaging processes from packing to unboxing. We propel our customers and the industry forward, always looking to innovate and improve. To us, packaging is about much more than a box; it's about delivering what's right for...

  • Customer Operations Coordinator

    4 weken geleden

    Amsterdam, Nederland Packsize Voltijd

    Customer Operations Coordinator About Packsize Packsize is a leading automation company that enables more efficient and sustainable packaging processes from packing to unboxing. We propel our customers and the industry forward, always looking to innovate and improve. To us, packaging is about much more than a box; it’s about delivering what’s right for...