Head of Customer Experience

Job description

Our Vision & Mission in Support Vision: Every conversation is a chance to build trust. We take it. Mission: Our customers feel heard and get help effortlessly Your Goal Turn Support into a Key Driver of Customer Retention For a long time, our customer support was often the last place users go when something goes wrong. Our goal is to change that through AI, automation and product improvements so that human support can focus on the interactions that truly matter. To continue driving this shift, you will: Lead and coach a fully remote team of 5 to 6 agents, and make sure they have the schedule, knowledge and tools to help customers quickly and build trust in every conversation Drive adoption of the Fin AI agent with the Automation Specialist, and evaluate whether automation genuinely improves the customer experience, not just operational efficiency Build a personalised support experience: go beyond one-size-fits-all scripts to understand what each customer actually needs as a direct driver of retention Build a structured Voice of Customer process that turns support data into clear improvements for Product and Operations, and reduces contact rate Challenge the company on customer focus and be a close sounding board to the COO on what we're hearing directly from customers Build and Scale Support for Our Embedded Partner Ecosystem We are launching our first embedded calling products within partner platforms, creating a new product line and a new type of customer journey. This introduces new operational and support challenges as we move into a B2B2C environment. You will: Keep the end-to-end support structure for embedded products running, including workflows, escalation paths, SLAs and clear operational ownership, and decide how it is best integrated into our wider support operation rather than run as a side process Act as the primary operational point of contact for partner-related issues, coordinating investigations across Product, Tech and Operations, and train support agents and partner teams on embedded product requirements Team You’ll work closest with our COO Marika, with our Product Operations Manager Ewan and Chief Revenue Office Edgar. And of course, the whole support team. Talk360 is a lean company, around 30 people globally, which means you’ll interact regularly across functions: ops, product, engineering, data, and marketing. That cross-functional visibility is one of the things that makes the work here interesting and your impact visible. What you bring 3 to 5 years leading a support team, ideally in a fast-growing startup or scale-up and including remote agents Experience in B2C support for a global or multicultural user base; B2B is a plus Experience with AI-driven or automation-first support; Intercom and Fin are a plus Experience setting quality standards for customer conversations and coaching agents against them Data-driven: you use support metrics to set priorities and to plan capacity and shifts for live chat Comfortable with complex technical troubleshooting and working cross-functionally with Product, Tech and Operations Who you are A strong communicator with partners, customers and internal stakeholders at every level Someone who sees support as building trust, not closing tickets, and can show how you have done it Not afraid to challenge the status quo, including upwards Curious and self-improving; you spot what is not working without being told You keep things simple and are extremely reliable You are around Amsterdam or you are willing to commute to our office twice a week on Monday and Thursday What you get Competitive salary: 65,000-70,000 all-in gross per year Learning and growth €1,500 annual personal development budget, plus access to company-wide training sessions to keep learning and evolving. Set up for success: Company laptop and all the tools you need Monthly phone allowance Commuting allowance Time recharge 25 vacation days Per calendar year you are permitted to swap two standard public holidays in your country for ones that are more relevant to your culture or faith. Work from anywhere: As a global and diverse team, we encourage you to work from another city or country for up to 2 weeks per year to gain fresh perspectives, and spark new ideas. Team you actually want to be part of An international and diverse team, with colleagues from the Netherlands, South Africa, Nigeria, Suriname, Turkey, Egypt, Kenya, Ukraine and beyond Weekly team lunch on Thursdays with our amazing team Regular team moments and outings An international and diverse team, with colleagues from the Netherlands, South Africa, Nigeria, Suriname, Turkey, Egypt, Kenya, Ukraine and beyond An environment to grow and make impact A collaborative environment where you can learn from others, take ownership, and About Talk360 Talk360 was founded with a clear purpose: to become the most accessible and reliable calling app for African diaspora communities, both within Africa and abroad. For our users, calls are not transactional, they are emotional lifelines to family, friends, and essential support networks. When service quality drops, they feel it immediately. That responsibility drives everything we build. Over the past years, Talk360 has grown into a global communications platform connecting more than 6 million people worldwide last year. We successfully spun off our payments arm into NjiaPay, stepped into the gap left by the discontinuation of Skype, and achieved profitable growth from 2025 onwards, marking our transition from early-stage scale-up to a disciplined, sustainable business. As we continue to grow, we are expanding beyond our own B2C app. We are now launching our first embedded calling products within partner platforms, bringing Talk360’s technology into new ecosystems and enabling partners to offer international calling directly within their own products. Our ambition is bold: to become the world’s most trusted way to call any real phone number — connecting migrants, travellers, professionals, and businesses across the globe. Here’s what our users say: “I like Talk360 because it saves me a lot of money. I used to call from Zimbabwe for 15 rands a minute. Talk360 came to the rescue. Now I can call my mother for hours.” — Google Play, South Africa ★★★★★ “Talk360 is a simple and reliable app for cheap international calls. It works even if the receiver has no internet, offers good call quality, and has transparent pricing.” — Google Play, United States ★★★★★ “It is a flawless experience with no hustles at all and the tariffs are more than just fair.” — Trustpilot, United Kingdom ★★★★★