Customer Service Lead - Dutch Fluent
WE ARE PARKBEE! đ
ParkBee is the leading European tech platform for parking, making underutilised off-street parking locations digitally accessible to consumers. Our solution provides consumers with a wide and dense network of off-street parking spaces while helping cities make better use of space and offering property owners an extra income using our smart and innovative platform.
With our roots in Amsterdam and offices in the Netherlands and the UK, we have laid the groundwork to conquer the rest of Europe. ParkBee is evolving and growing fast, and our team is playing a crucial role in creating a sustainable growth model for the company.
How do you contribute to the team?
As our Customer Service Lead, you will be working right in the heart of ParkBee, focusing on growing our B2C platform. Our operation never sleeps, meaning you will be responsible for a well-oiled machine thatâs running 24 hours per day, 365 days per year.
You will ensure that the high-performing CS team is up and running, organized, well trained and smiling. You are responsible for a team of approximately 15 (senior) agents, KPI's such as contact rate, individual performance and financial metrics. You will maintain the high service standards and make sure we will meet the SLA's, NPS and CSAT metrics. Furthermore, you will identify opportunities based on ongoing data assessments and you will be working closely with key stakeholders, both internally and externally.
Main tasks/responsibilities:Â
- Get the freedom to manage and scale the in-house Support Team (hiring, planning, performance reviews, training & coaching);
- Execute day-to-day support tasks (phone, e-mail, social media);
- Be responsible for KPIs such as contact ratio, individual performance and financial metrics
- Liaise with internal product teams to ensure we build the best products for our users
- Conduct data analysis to initiate improvement plans and launch initiatives
- Coordinate contact with front-end partners and manage our BPO partner's (day-to-day support level).Â
 We are likely to be a match if you:
- Are a self-starter who is proactive, hands-on, curious, and motivated. You want to go the extra mile. You get the job done!
- Are data-driven; you can make decisions based on data and work in an autonomous environment
- Strong communication skills and the ability to connect to others
- 2â5 years of (management) experience in a similar role (e.g. team leader in support teams)
- Available to work flexible working hours - the job requires working evenings and weekends.
- Fluency in Dutch and English, writing and speaking.
- Adaptable and able to work in a fast-changing environment, you want to contribute to the growth of an ambitious scale-up.
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Park with us!
Not only will you change the way we park in cities, but you will also rapidly move your own career forward. Besides that, youâll find:
- An ambitious team of colleagues from all over the world.
- Personal development budget of âŹ1500 a year tailored to your growth plans.
- Pension Scheme, Macbook, 25 days holiday, daily fresh lunch & awesome team events.
- Holiday substitute scheme
- Inspiring office in Amsterdam - where we would love to have you around for at least 3 days a week.
Reserve your spot, drive in later
Sounds good?
Find out more about it:Â
We would love to hear from you!Â
We donât require a long motivation letter; weâd rather have a few pointers, your LinkedIn, and your resume.
Have some burning questions first? Get in touch with Amanda via LinkedIn.
- Department
- Customer Service & Operations
- Locations
- Amsterdam
Colleagues
Amsterdam
Our culture
Founded in Amsterdam, we are a fast growing scale-up with offices in the Netherlands and the United Kingdom. Our team is ambitious, hard-working, and determined. One of our core values is to push boundaries, meaning that we are all seeking for opportunities to change the traditional mobility industry expand even further.
We motivate each other to get the best out of our company and out of ourselves. ParkBee can be described as a data-driven, vigorous forerunner. Where we celebrate our successes, and connect during Friday drinks, but also where we challenge each other and give each other feedback to grow. We make sure there is room for personal development, as we believe it is our team members that lead the way.
About ParkBee
We are ParkBee. A team of ambitious frontrunners with different backgrounds. Together we develop smart technology to make better use of existing parking spaces, so we can give space back to the city. Our goal? To make street parking redundant. Join our team now and become a part of our mobility revolution.
Customer Service Lead - Dutch Fluent
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