Will you join us on a journey to disrupt the trillion-dollar travel industry? We are looking for the best and brightest who share our passion for travelers, data and product.
FindHotel believes travel is the one thing that opens minds to new ideas, cultures, and ways of thinking. Our mission is to
GET EVERY TRAVELLER THE BEST ACCOMMODATION DEAL, WORLDWIDE. From adventure travel and backpacking to honeymoons and family vacations, we genuinely care so that every traveller can make the best-informed accommodation choice at the absolute best conditions for every trip.
We are a talented and highly diverse team based in Amsterdam. We grow fast, we aim high, and we look forward to coming to work and reaching for our goals. We are looking for a seasoned, passionate customer support leader to join us on our journey to becoming a global travel leader.
The Head of Customer support will lead our team's mission to provide the highest possible standard of support for travellers.
What you'll do:
Own our support and service endeavours end-to-end; make sure that excellent service is a part of the best deals we give our users.
Plan how to build the best service and support operation in the travel industry, from vision to details, systems and personnel, policies and methodologies
Establish, collect, and report KPIs while defining ambitious OKRs as well as effective strategies for their realization. Report on individual and team metrics with clear expectations
Recruit, onboard, scale and continually nurture our customer happiness representatives
Create the needed policies, guidelines, SLA and everything required for our representatives to know how to handle customer issues
Be the champion of the users and make sure that the entire company aims towards preventing and solving problems.
Understand what delights customers, and act on it
Liaise and collaborate cross-functionally with other teams to ensure that the right tools, systems and data are in place
This year we will be helping +1M customers around the world find better hotel deals, using data, transparency & industry-leading features.
We are in fast-growth mode and have been growing bookings by +100% Year-Over-Year for the past two years and plan to continue doing so in the coming years.
Plenty of chances to learn and grow – you'll be surrounded by some of the brightest minds in the city, be part of a culture which values sharing knowledge every day and has a budget to attend conferences and develop yourself.