Head of Customer Service & Support, Quatt.io
€6,200 - €8,200 Per Month
AI-powered smart hybrid heat pump manufacturer
Open for applications
AI-powered smart hybrid heat pump manufacturer
101-200 employees
Open for applications
€6,200 - €8,200 Per Month
101-200 employees
Company mission
To accelerate the transition to sustainable heating in the Netherlands and abroad.
Role
Who you are
- 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?
- 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
What the job involves
- 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
- 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
Application process
- Submit your application below. Our Talent Acquisition team will review it and get back to you within 10 working days
- Our process typically includes three interviews, where we start with getting to know each other a bit better
Our take
Quatt was founded with a clear mission: to realise the sustainability goals of the Netherlands by swiftly reducing gas consumption on a large scale. At the heart of its strategy is the development of a revolutionary hybrid heat pump designed to provide heating to countless homes without relying on fossil fuels.
This product boasts remarkable savings, with claims of potentially slashing up to 80% off the gas bill compared to traditional central heating boiled. What sets Quatt apart is its seamless integration into existing home setups, requiring no additional modifications. Utilizing advanced machine learning technologies, these heat pumps adapt and optimise energy usage autonomously, ensuring maximum efficiency.
Identifying a significant gap in the market, Quatt aims to address the needs of approximately 7.5M homes in the Netherlands lacking a heat pump system. With 2024 funding secured, the company is poised to embark on an ambitious journey, aiming to introduce its solution to a million households by 2030, making significant strides towards a more sustainable future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jul 2024
$27.2m
GROWTH EQUITY VC
Sep 2022
$2.2m
SEED
Total funding: $29.7m
Company benefits
- The opportunity to be part of an organization where personal development, freedom and career opportunities are central
- The chance to work in an open and flat organizational culture where you can discuss ideas with anyone from installer to founder
- The flexibility to work in a hybrid way
- Everything you need to do your job, such as a laptop
- 25 vacation days
- Travel allowance
Company HQ
Westlandgracht, Amsterdam, Netherlands
Leadership
Marijn Flipse
(CEO)Previously co-founded and served as CFO and COO for Etergo before being sold to Ola Electric. Acts as a Financial Advisor for Bringly and Hardt Hyperloop.
Bas Flipse
(COO)Previously served in Sales & Marketing for Orcan Energy and as a Branch Sales Manager for Vandebron. Was a Founder and Branch Manager for Institute HIP.
Salary benchmarks
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