Support Process Owner
Nederland, Utrecht, UtrechtCountry Teams
Do you want to become part of a fast-growing Dutch scale-up in the sharing economy?
Do you want to work with an international team of passionate people with a passion for travel?
Then join our growing team!
Be part of the leading motorhome sharing platform in Europe, and have a positive impact on how people spend their leisure time.
About the job
As Support Process Owner at Goboony, you make sure that all customer contacts are handled as efficiently as possible. By actively cooperating with our support- country- and development managers you take the lead in projects that improve the efficiency of contacts. Furthermore, you make sure the support teams are provided with the tools they need to handle contacts efficiently without compromising quality. Where possible, you will look to automate as much of the support work as possible to enable us to scale the business at a much greater ratio than by only scaling the support team.
So, your efforts will make sure that our users (customers) will meet the best customer experience ever resulting in very -very - happy customers of our Goboony platform!
What will you be doing...
Setting the process standards and, together with the country managers, ensure our quality is assured
Set-up and develop reporting structure for the support teams in cooperation with head of operations and analists
Initiating optimisation projects that contribute to a healthy balance between customer satisfaction and costs.
Working together with the support managers, head of operations and development to achieve your goals.
Building the knowledge base of support, so that all teams know where to find the information they need.
- Looking at - and evaluating of - potential process improvement solution vendors
- Share your biggest succes of the month with the Management Team and take the credits for it!
Meet some of the people you will work with
The team in The Netherlands works partly remotely and partly at our office in the heart of Utrecht, where you are also free to do so. You will work closely with the Country Manager, the Support Process Owner and, of course, the support team.
Who you are...
You are the one who simply loves a smooth running machine. You know that you need to keep your head cool despite the fact that there's so much to improve, and so little time.. ;)
You're the team collaborator who understands you can only be successful when your fellow co-workers give you the most valuable insights in the daily practices. Yes, decision trees are awesome - but for them to work behavior is a key determinator of success.
Next to this you have:
- Higher vocational education (Bachelor degree or equivalent).
- >2 years of working experience, preferably in optimizing processes
- Experience in customer support
- Experience with data analytics
- Available for at least 32 hours per week
What we offer
This is your chance to become part of Europe's fastest-growing motorhome sharing company! We offer an exciting job in a young, fast-growing, dynamic and international scale-up.
Freedom! it’s what we stand for. Freedom to develop your own ideas, freedom to show initiative, take responsibility and develop yourself.
A responsible role in an ambitious team, at the forefront of our rapid growth.
Remote working with top-notch tooling and our website with in-house development.
A couple of camping-working trips with the team each year.
A young and international team.
Take our own Boonybus (Volkswagen T3 Camper) to go for a trip yourself.
We do not count holidays. We believe in responsibility for your job, your private life and a healthy combination of both. We advise taking at least 25 days. But you are free to plan your work and free time how it suits you.
Plenty of opportunities for personal growth and development.