Head of Customer & Operations H/F

Our client is a Belgian Start-Up founded in 2017 and willing to accelerate its growth. At the crossroads of the fintech, retail and tourism industry, it developed an innovative international B2C tool. Our client is looking for motivated people to develop its activities on a national and international level.

The firm is growing fast and there’s plenty of opportunities for you to make an impact, therefore they are looking for a Manager of the Customer & Operations Department. You will join a team that builds innovative products and a company culture that promotes diversity, trust, balance and autonomy.

Working from the Brussels office, you will coordinate the Customer & Operations department and help the team to deliver a customer support experience that delights the users, scales globally with the growth of the company, and helps to drop the costs.

You will be leading, developing, and building teams that are focused on customer challenges, as well as partnering with the marketing, product and engineering teams.

Your responsibilities include defining a comprehensive operations and customer support strategy and plan and driving its execution.


Your mission:

• Lead, grow and build the teams needed for the operations and support functions as they cover topics such as process workstreams, content creation, self-serve support, communication channels, compliance, operational reporting, AI automation and the product quality feedback loop
• Strategically lead and develop the Operations and Customer Support function to enhance performance by setting clear accountable performance measures
• Partner with the marketing, product and engineering teams to build a globally scalable model. For that purpose, use customer insight and root cause analytics to identify companywide improvements to translate into tech solutions
• Draft and implement the department’s budget
• Set, monitor and gradually move operational and customer satisfaction metrics such as contact rates, document validation time, CS cost per trip, CSAT and NPS
• Identify and recommend new tools, technologies, policies and outsourcing services to better serve our users
• Develop and implement methods to record, assess, and analyze customer feedback
• Develop and implement SOPs, training and quality assurance programs for new hires and experienced employees
• Act as the voice of the customer across the organization

• You place customers first. You make no compromise on this
• Living and breathing operations and customer service, you believe efficient processes and the relentless pursuit of customer satisfaction are what drives everything
• Your approach is first and foremost analytics-driven and customer-led
• You have an empathetic but assertive attitude
• You are detail-oriented, analytical, data-obsessed and rigorous
• You care deeply about the quality of your work and how it impacts customers and brand
• Minimum 3+ years of experience preferably with combined exposure to consulting and/or similar role in a dynamic entrepreneurial environment
• Strong analytical and business backgrounds as well as an understanding of operations and customer service
• Strong written and verbal communicator with excellent presentation and writing skills
• Experience working cross-functionally with multiple departments in consumer tech
• Ability to multi-task by organizing and prioritizing work and coordinate required support across various functions to achieve project goals and objectives
• Fluency in both English and French is mandatory
•  Additional language skills (Dutch, Spanish…) is a nice to have

Why join us?

You will join a very dynamic team, with real possibilities to have an impact on the company's strategy and development. 

A competitive salary package.