Head of Customer Experience & Trust

Role Overview

Lead a multi-site support and trust organisation across Rotterdam and Cergy, owning the tenant experience on a unified platform. The role involves leading the shift to AI-first support, setting the direction for the AI agent, and redesigning the team around AI.

What You Will Do

Make the AI agent the first point of resolution for tenants and landlords, report on automated resolution, quality and CSAT, and prioritise support needs in the Ops automation roadmap. Redesign the team around AI, own the rules, and get ready for high season by building data-based capacity plans.

Why It Might Be a Fit

The ideal candidate has 5+ years of experience in customer operations, with 2+ years leading multi-team or multi-site support organisations, and has deployed an AI support agent in production. They have shaped T&Cs, help content, or service policies with Legal and Product, and can balance protection with conversion.

Requirements

• 5+ years in customer operations
• 2+ years leading multi-team or multi-site support organisations
• Hands-on AI deployment
• Knowledge and content ownership
• Trust & safety literacy
• Data-driven
• Peak and partner management
• Change leadership
• Responsible AI

Benefits

• Unlimited paid holidays
• Minimum-based not maximum
• Position based in our Rotterdam office with hybrid working policy
• Flexibility to work remotely for up to 2 months per year
• 1,000 EUR personal development budget
• Complete coverage for commuting
• Personal equipment, including laptop and ergonomic setup
• Gym membership discount with GoVital or OneFit
• Dutch/English classes budget
• Variable pension scheme
• Diverse international community (46+ nationalities)
• Pet-friendly office in Rotterdam city centre
• Team-building events and after-work drinks every Friday