Head of Customer Service & Support

We’re dedicated to expediting the energy transition with sustainable home energy solutions accessible to all, aiming to assist 3 million households in making the transition by 2030. That’s why we're looking for a highly motivated and ambitious individual who's ready to roll up their sleeves and make a tangible impact on the climate change challenge we're tackling head-on. Are you ready to rise to the challenge?

As our Head of Customer Service & Support, you will be responsible for our Customer Service & Support organization. You ensure our customers have a great experience while interacting with Quatt for support or service. You make sure our teams (2 teams) and people (30 support colleagues) have all the processes and tools in place to provide this. 

What you will do:

• Lead the Customer Service & Support Organization: You carry end responsibility for the day-to-day of the customer service & support organization,delivering an exceptional customer experience while steering on KPIs.

• Strategic Planning: Align the customer support function with broader company objectives, driving long-term growth and innovation.

• Design and Optimize Processes: Develop, implement, and continuously improve customer support processes, focusing on scalability and customer-centricity.

• Own Tooling Strategy: Evaluate, select, and implement best-in-class customer support tools (e.g., HubSpot, Zendesk, Intercom) to enhance team productivity and customer satisfaction.

• Create Data-Driven Insights: Analyze performance data to identify bottlenecks, inefficiencies, and opportunities for improvement, turning insights into actionable initiatives.

• Define and Monitor KPIs: Establish and refine key performance indicators to measure the effectiveness of our processes, the customer satisfaction, and team performance.

• Collaborate Across Departments: Partner with stakeholders across the organization (e.g., Sales, Product, Operations) to ensure seamless collaboration and alignment on improvement initiatives.

• Customer-Centric Mindset: Passion for creating exceptional customer experiences, with a deep understanding of how processes, tools, and people intersect to deliver them.

• Leadership Experience: 8+ years of experience in customer support, with at least 3 years in a leadership role overseeing teams, processes, and tools.

• Process Optimization Expertise: Proven track record in designing and improving customer support processes, ideally in industries involving hardware and software (e.g., telecommunications, energy/utilities).

• Entrepreneurial Approach: Ability and constant drive to identify opportunities for growth by leveraging the Customer Support organization and to support the development of new propositions e.g. monthly subscriptions, extended warranty)

• Tool Proficiency: Hands-on experience with customer support tools such as HubSpot, Zendesk, or Intercom, with the ability to select and deploy new systems as needed.

• Data-Driven Decision-Making: Strong analytical skills to interpret data, identify trends, and drive improvements, paired with the ability to communicate insights effectively to stakeholders.

• Collaborative Leadership: Ability to work cross-functionally with diverse stakeholders, aligning objectives and ensuring smooth interfaces between teams.

• Strategic Vision: A forward-thinking approach to scaling customer support operations and aligning them with organizational growth goals.

Why Quatt:

• A competitive monthly salary excluding holiday allowance (8%) that we pay on top of your monthly salary.

• We like to see you! We are flexible in when and where you work, but we encourage you to come to our vibrant office in Amsterdam multiple times a week.

• Whenever you come to the office, we cover your travel costs, either by car or with an NS business card.

• Recharge with 25 paid holiday days a year to contribute to our mission in a healthy way.

• Work abroad for up to 1 month per year to visit family and friends and escape the Dutch weather.

• We support your career growth and encourage all Quatters to pursue new learning and career opportunities within the company.

• Join our original Quatt culture where you can truly be yourself and meet people from all over the world. We have over 30 nationalities working with us!

• Access OpenUp for free, offering confidential support from licensed psychologists, webinars, and more. Your well-being matters, both at work and beyond.

• Enjoy exclusive annual discounts on Quatt products.

• Enjoy a healthy, vegetarian/vegan lunch at our office. 

• Have fun at our themed monthly Quatt drinks and seasonal parties.

• Good people hire good people, so earn a €2,000 bonus by referring a friend as amazing as you.

Ready to change the future with us?
If what you've read excites you and you believe you're a great fit for our team, please apply below. Don't worry if you don't tick every box – at Quatt, we value performance over prejudice and always look further than just your resume. Join us in our mission to accelerate the transition to sustainable home energy for all 🌱

How to Apply
Submit your application below. Our Talent Acquisition team will review it and get back to you within 10 working days.

Next Steps
Our process typically includes three interviews, where we start with getting to know each other a bit better.

Questions?
If you have any questions about the role, feel free to reach out to olivier@quatt.io

Please note that we are not working with recruitment agencies at this time. Thank you for your understanding. Every resume we will get from an agency, will be treated as our own 😉.

We believe in diversity, inclusiveness and we want to give everyone a fair chance, therefore it's okay to not mention your gender, nationality and date of birth on your resume.